Complaints

This profile includes complaints for Kane's Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kane's Furniture

  5700 70th Ave Pinellas Park, FL 33781-4238

  
• 

  Kane's Furniture

  21590 US Highway 19 N Clearwater, FL 33765-2832

  
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  Kane's Furniture

  6222 N Dale Mabry Hwy Tampa, FL 33614-3960

  
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  Kane's Furniture

  4871 S Cleveland Ave Fort Myers, FL 33907-1319

  
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  Kane's Furniture

  1400 Tamiami Trl Ste B Port Charlotte, FL 33948-1004

  

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:07/29/2024

  Type:Delivery 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.

  Business Information:Company Name: Kanes FurnitureAddress: ************************************************************, Zip: *****, ******* Date of Purchase: June 17, 2024 Sales Order Number: 0617416VM29 Description of the Issue:On June 17, 2024, I purchased furniture from Kanes Furniture and received a partial delivery on June 21, 2024. At that time, I was assured by the sales representative that the remaining items would arrive by the end of July 2024. Unfortunately, I did not receive any updates regarding my delivery status. On July 27, 2024, upon my phone inquiry, I learned that my bedroom furniture would now be delivered at the end of August 2024, and the delivery for my couch would be scheduled for several months later (November 2024). Additionally, I was offered a different couch for an extra $250.00 plus tax, which felt like a bait-and-switch tactic rather than a legitimate resolution to my problem. If I choose to cancel my order, I would only receive a $250.00 refund, which effectively means I would have paid $1,250 for just two pieces of furniture. Kanes Furniture continues to market a $1,500 three-piece sofa set knowing the the one couch has no clear delivery time. My request to have the showroom sofa delivered was denied. Overall, the service I have received feels subpar and fails to meet customer satisfaction standards. As a retired disabled veteran, this experience is particularly disheartening, raising concerns about Kanes Furnitures commitment to ethical business practices and customer satisfaction. Desired Resolution:I would be satisfied if Kanes Furniture offered to deliver the sofa currently in stock at no additional cost to me for the inconvenience and poor service. This resolution would help offset the fact that my bedroom set is now delayed by one month. My mother with dementia is in need of this bedroom set paid for in full. I trust the BBB will assist in resolving this matter effectively. Thank you for your attention to this complaint.

  

  Business Response

  Date: 08/02/2024

  We acknowledge our customer's comments and would like to extend our most sincere apologies. We are sorry to hear that a problem is being experienced.
  
  Our customer states he purchased multiple pieces of furniture,some of which were backordered. The estimated arrival date into our facility was for the latter part of July 2024. Backorder arrival dates are subject to change due to delays in the manufacturing and shipping of goods. Unfortunately, the anticipated shipments were extended by the manufacturer for reasons beyond our control.
  
  Given that our customer didn't want to wait any longer and had already received two of the three pieces of the living room set. Management offered him several options of resolve including the option to upgrade to the triple power sofa with itbl, provided that it was in stock and available for delivery. Additionally, to assist with the price difference, we offered to further discount the more expensive model.Our customer declined all our offers that were extended to resolve this matter.Respectfully, we decline his request to deliver him the upgraded model at no additional charge.  
  
  We understand that after he filed his grievance, our customer has accepted our offer and purchased the upgraded model, which has been satisfactorily delivered. We believe that this issue has been resolved. 

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22057090
  
  I am rejecting this response because:
  

  Reluctantly it is resolved with un-satisfaction. The offer they made me felt like an up sale. I truly believe that is their business model. **** furniture markets and offers furniture in their showroom, giving false delivery time just to get the sale. I made this purchase with cash. What if I took a loan, paying on furniture that was not in my possession. My Mom with dementia is still waiting on her head board, foot board and chest. Companies like this should not be issued a business license or they need a charge in business practice. In the future I will not use **** furniture and will take my business elsewhere. 
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:07/02/2024

  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.

  Subject: Urgent Complaint Regarding Defective Modular Sectional Sofa - H317 Dorado 6PC Pwr/PH Sectional (Sales Order #: 1216003NG26A)I am writing to express my extreme dissatisfaction with the purchase of a modular sectional sofa (H317 Dorado 6PC Pwr/PH Sectional) from Kane's Furniture ***************************. I purchased this sofa along with a protection plan, only to discover that the sectional was defective upon delivery, with a hole in the structure. Paid a total of $3221.63 with the protection plan they insisted that would fix my sofa, leather and frame if something happened to it.After bringing this issue to the attention of the ***************************, a representative was sent to assess the damage. However, despite assurances that the matter would be resolved, I have not received any follow-up or resolution. Furthermore, my attempts to speak with a manager have been unsuccessful, as I was informed that they are too busy to meet with **** am extremely disappointed with the lack of response and resolution regarding this matter.

  

  Business Response

  Date: 07/10/2024

  We have reviewed our consumer complaint regarding the 6-piece sectional purchased with our company in December 2020. We are sorry to hear that a problem is being experienced.
  
  Kanes Furniture LLC warrants to the original purchaser at the original delivery site that the merchandise is to be free from defects in workmanship under normal use and conditions for one year from the date of delivery. The one-year warranty expired on March 11, 2022. The damage was initially brought to our attention on June 19, 2024, which is well outside the one-year warranty. Regrettably, Kanes Furniture LLC. cannot honor a repair or replacement of the furniture given the warranty has expired.
  
  Additionally, the protection plan(s) that our consumer mentioned is actually a Limited Leather Protection Warranty that is administrated through UV3/Masterguard. Coverage is for the following:
  Any stains caused by food or beverage
  Human blood and Human urine
  Ballpoint Pen Ink
  Lipstick
  Accidental Rips, Tears, and ***** (accidental: meaning a one-time occurrence)
  
  We understand that our consumer previously filed this same damage claim with UV3/Masterguard on November 15, 2023, which was declined as being outside the provisions of the Limited Leather Protection warranty terms.
  
  We have also confirmed that the "Power 5 Year Protection Plan," which is administered by ServeCo North America, was acquired by our customer. Since the warranty primarily covers mechanical and electrical components, the stated damage does not fall under the warranty terms. We value the opinions of our consumers, and we believe this issue has been appropriately addressed.
  

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 2/19/24, I purchased multiple items from Kane's Furniture located in ***********, *******. I was interested in purchasing a dining table that was a part of a 3-piece set. The 3-piece set was priced at $399.99. I asked 2 sales associates what the price was for just the table and neither could confirm the price of just the table alone. They were only interested in selling the table as a set, however, I did not want just 2 chairs. The sales associate called multiple stores/warehouses and told me he was able to locate 2 additional chairs, and confirmed that he would have a brand new 3-piece set delivered to my house and that I could also take the 2 chairs that they had on display home with me that day. This was all confirmed for the same "as is" price of $399.99. On delivery day, I received only a table with no additional chairs. I called customer service and advised them what happened. Ultimately, they would not honor the deal that was discussed and tried to sell me 2 more of the same chairs for $99 each. I declined to purchase and asked them to quote me a price for just the table alone as I would prefer to return the 2 chairs I took from the store. They quoted me a price of $245 for the table and agreed they would take the chairs back for $66.79 each. On March 10, 2024, I went to the store to return the 2 chairs and received a refund receipt for $142.93 to be credited back to my card. On 3/22/24, I received a credit of only $13.45 back to my card. I called customer service on 3/27/24 and was told $129.48 was processing and to check with my card company. On 6/28/24, I was told that my refund was adjusted to cover the full price of the table, which was now being quoted at $345. I was then escalated to someone else who then told me the table price was $399.99. I would like for them to honor the refund amount on the return slip I received on March 10, 2024. My receipt does not mention these adjustments.

  

  Business Response

  Date: 07/03/2024

  We acknowledge our customer's comments and would like to sincerely apologize for any confusion that *** have arisen over the items purchased with us.
  
  Our customer bought the three-piece dining table set named "Tyler01," per the original purchase receipt. A dining table and two dining side chairs are included in this package. The three-piece set retails for $599.99 at regular price. The three-piece dining set was red tag discounted for $399.99. As our customer states, she left with the two dining chairs the same day she made the purchase.Afterwards, on February 27, 2024, a dining table along with other purchased items were delivered to the home.
  
  Our customer called her sales associate on March 02, 2024, stating that she was expecting to receive two more dining side chairs. After reviewing every item on the sales receipt and apologizing for any confusion, the associate pointed out that two extra dining side chairs were neither invoiced for nor included in the price she was charged.Our customer declined to purchase the additional dining side chairs and decided to return the two dining side chairs that were provided as part of the package set.
  
  Due to this return, the package red tag discount pricing on the three-piece dining table set is no longer applicable. The retail price for the dining table only is $399.99. The pricing has been adjusted accordingly and a refund for $13.24 was processed on March 22,2024. We believe this matter has been addressed and no further refunds are owed.
  

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21918112
  
  I am rejecting this response because: I was not given notice of any price adjustments until months later after I inquired multiple times with customer service. I have requested an itemized receipt of how a refund of $13.45 was determined and no one is able to provide any records of this. 

  All I have record of is the return order receipt for $142.92 that was issued to me on 3/10/2024 by the store employee that processed my return.

  Even if the price of the table was adjusted to $399.99, as you say, it does not tie back to $13.45 given the sale that was running on the day of purchase for full priced items.

  Per the last conversation I had on 6/29/24 with ******** from the corporate office, there was an acknowledgment that the original receipt of purchase was "fudged" by your employee to process a 3-piece dining set and 2 additional dining chairs for the "as is" price of $399.99. In that same conversation, it was agreed that accounting will provide a receipt to my email with all adjustments, discounts and fees applied for my return. We also agreed that $100 would be refunded to my card. I still have not received anything.

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/11/2024

  As stated previously, our customer purchased the "*******" dining table set, which consists of three pieces, as shown on the original sales ticket. This set includes a dining table and two dining side chairs. At regular price, the three-piece set retails for $599.99. The three-piece dining sets red tag price reduced the price to $399.99. The included product in the three-piece package and the pricing are both clear and straightforward; nothing has been "fudged," as our customer asserts.
  
  Two weeks following the purchase, when she inquired about two additional dining side chairs, the associate pointed out that they were not included in the price she paid, nor were they on the sales invoice. Our customer chose to return the two dining side chairs that were included in the package set rather than buy the extra ones. Due to this return, the package red tag discount pricing on the three-piece dining table set is no longer applicable. The table price was reverted to its retail price of $399.99. We are sorry for any confusion this may have caused, and in order to show our customer how much we value her patronage, a $100.00 refund has been issued. 

  Customer Answer

  Date: 07/19/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:06/28/2024

  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.

  I purchased a twin bed for my 3 year old on 6/14/24. While in the store, the sales rep **** showed me that the bed only had 3 slats and said I'd probably want to get a bunkie board to which I responded, "oh OK, will do". She did not mention there was any requirement to have one and did not mention that I could buy it from them so I didn't ask. They offered $50 discount if I purchased the 3 year warranty for $50 to which I agreed. The bed was delivered by ****** and assembled by my husband on 6/19. Even with the bunkie board (purchased elsewhere), the bed felt very precarious when myself or my husband tried to sit on it so we made a point to move very slowly and gently if either of us sat on it. My kid got to use her bed for 2 nights. On the third night (6/21), I was sitting on it with my daughter reading a book when I tried to scootch back a couple inches and the bed collapsed. Upon further inspection, 2 of the 3 slats broke in half so the mattress caved in. I reached out to ****** and told them I wanted a refund because the bed is designed poorly and even if the slats are replaced, it is still a hazard to my family. They insisted on sending a technician out. The technician arrived on 6/25, took pictures and left. A rep from ****** corporate called on 6/26 saying they would repair it and I repeated again that I wanted a refund because even repaired the bed wasn't safe. She said the tech found that it was assembled correctly and kept repeating that there were no issues with their workmanship. I told her the issue isn't with the assembly but with the design. I talked with her manager who gave me the same spiel but stated that she doesn't believe my story of events and insists that I did something beyond normal use even though that isn't the case. There is no requirement for box spring and no weight limit listed anywhere I could find. When I look at other reviews for the store, I'm now seeing many other reports of them having faulty products and refusing refunds.

  

  Business Response

  Date: 07/05/2024

  We have reviewed our consumer complaint regarding the broken slats on the 3-piece twin bed purchased with our company in June 2024. We are sorry to hear that a problem is being experienced.
  
  *** 3-piece twin bed was delivered to our consumer on June 19, 2024, as a no contact delivery, which required customer assembly. On June 22, 2024, it was reported to our office that the slats had broken. A service technician performed an inspection and confirmed that the broken slats had no defects or knots in the wood that would jeopardize the structural integrity. *** snapped slats appear to be broken by an external source, not due to a defect in workmanship or construction.

  *** service technician offered to make the necessary corrections by installing new slats while in the home; our customer declined. Our customer was offered a one-time exchange by management, but it was declined. Kanes Furniture LLC has agreed to take back the 3-piece twin bed for a refund. Truck pick-up is scheduled for July 10, 2024. We believe this matter has been addressed,and our consumer is now satisfied.  

• Initial Complaint

  Date:06/26/2024

  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.

  Dear ***************************, CEO Customer Contact ********************************************* has been known as one of the best furniture stores around for years. And its important to state the quality which is why we purchased our leather *************** set with a lifetime warranty. Our furniture was purchased about 15 years ago and has held up well. Unfortunately, we contacted our local store where it was purchased to have the padding and arms restored. I was told that I would have to be responsible to pay. I understood as this was not on warranty. When I requested that a service person come out and inspect, he wrote up the issue being mechanical. All mechanics work with no issues which I disputed and complained because each employee prior to even seeing the furniture stated the same. We drove to the store and I spoke with a Manager (*****), and was told the furniture basically had its shelf life and there was nothing he could do. I explained that there was a lifetime warranty and asked for a percentage off purchasing something new and/or a military discount? ***** stated no and was very helpful in showing several sets I was interested in. Unfortunately, I wasnt pleased and Im writing requesting for a 25% off the purchase price of something else as stated in the warranty for purchases older than 10 years. Im very pleased with ****** Furniture and its Staff, and we would love to have something thats affordable. Thank you. *****************************

  

  Business Response

  Date: 07/01/2024

  In response to our customer's concerns, we would like to clarify the "Guarantee for Life" warranty program, which came to an end in March 2017. According to the lifetime warranty, "You shall be entitled to receive 25% of the purchase price for the furniture in the form of in-store credit if a covered defect arises after ten (10) years from the date of the original purchase."
  
  Our customer purchased a sofa and power recliner from us in February 2015, making the transaction less than 10 years. On May 17, 2024, our customer did notify our office about the loosening of the right arms of the sofa and recliner. Even though this isn't covered by the lifetime warranty, a service technician was dispatched to perform an inspection. The arms on both pieces have been confirmed to be loose due to continued years of use.
  
  As stated by our customer,all the mechanics work with no issues. During his visit, the technician examined the mechanisms and confirmed they are not broken and that no manufacturer defects are present. Kanes Furniture LLC cannot honor a repair or replacement of the furniture given the issue being experienced is not covered under the warranty terms. However, in an effort to help, we provided our consumer with the contact information of a third-party furniture repair specialist who may be able to assist further with the tightening of the arms. 

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Ref **** order number 0114112EL43A.Paid for warranty to cover electrical issues with love seat. Within warranty period it stopped working. **************** hired by Kanes informed us that cant fix chair for 4 months because no parts. Contacted another company who came the next day and fixed chair.

  

  Business Response

  Date: 06/13/2024

  We have reviewed our consumer complaint regarding the power console loveseat purchased with our company in January 2021. We are sorry to hear that a problem is being experienced.
  
  Kanes Furniture LLC warrants to the original purchaser at the original delivery site that the merchandise is to be free from defects in workmanship under normal use and conditions for one year from the date of delivery. The one-year warranty expired in April 2022.
  
  We have verified that our consumer purchased the "Power 5 Year Protection Plan," which is administered by ServeCo *************, not Kanes Furniture LLC. Our consumer filed his claim on May 24, 2024, according to SCNA. The necessary replacement parts were ordered with the manufacturer, which can take ***** weeks to arrive.Given that ************ chose and paid a third-party company to handle the repair,SCNA has authorized Kanes Furniture LLC. to reimburse him the requested $225.00, satisfying the requirements of the guarantee. We apologize for any inconvenience that *** have been experienced.

  Customer Answer

  Date: 06/14/2024

   
  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,
  
  *****************

• Initial Complaint

  Date:06/06/2024

  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.

  I have been trying to get a faulty adjustable/massaging bed frame replaced for several months. I have spoken to almost a dozen different individuals at ****** with each and every one of them kicking the issue down the road. Yesterday I was told that it is all about price, and corporate would have to deal with it. However, they were unwilling to provide me a Name, Number, or any further information about corporate. The employee even told me that they don't even have access to corporate numbers.I purchased a brand new bed frame from ****** in October of 2023 and have had 5 different servicing tickets with ****"s and there third and fourth party vendors over the past 5 months. Finally, it was approved for replacement. However, now they claim that the product is discontinued.Yet they refuse to replace it with an equally functioning and quality frame. (On a another note. I also purchased 2 pillows from them, which they kept telling me they were back ordered. Finally last month they admitted that they never ordered the pillows. Because get this. Yep, they were also discontinued.) This seems to be a business practice. I purchased an entire house full of furniture from them, and this is still how they treat their customers. The after the sale customer service is horrendous.I would like a complete refund from this company. My preference is to simply have the bed base replaced. However, this has been going on for far too long and I believe that they would take that opportunity to further kick the complaint down the road. So a full refund for the failed product is requested, at the cost of what it would take to have the same features they originally sold me. As per my conversation with ******* at ****** that would be $1,599.00 plus tax and cost of Warranty $99.00 plus tax which equals $1,821.26

  

  Business Response

  Date: 06/07/2024

  Good afternoon,

  **************** was offered a return for full store credit for his Moto - gold adjustable base under the vendor's warranty. The style of base being returned was discontinued and no stock was available to provide an exchange for the same item.  **************** expressed frustration that none of the currant adjustable bases had the exact same features at the same price level.  We apologize for the inconvenience this has caused. **************** requested that we provide a more expensive base at no charge. ****** offered a return for full refund . **************** has agreed to that resolution, and we have scheduled a return for refund  on  6/11/2024. 

   

• Initial Complaint

  Date:05/08/2024

  Type:Billing 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 went to Kanes furniture before they closed on **************** in tamp and purchased a bed set as they were going out of business. Everyone was nice but they pushed the sale without telling me about the financing options so I paid my bill regularly to Kanes synchrony credit card company only to find out last month there was a 12 month special so I was charged $700 of interest charges. I am disgusted I feel tricked into buying from Kanes and they dont care about their customers doing something like this. Its unfair so I called the corporate office in ********** and a guy name ******** said there was nothing he could do without empathy. This is not fair and if Kanes cant do anything about this I will let this go as bad debt because Im not paying this off until they make the correction as I was misinformed. This is not good business and I want the $700 of interest removed and I will close my account and pay it off and never shop there again

  

  Business Response

  Date: 05/10/2024

  We are sincerely sorry to hear that our customer is having an issue with her finance account. We have confirmed that on the day our consumer made the decision to buy the bedroom components,she opened a finance account with Synchrony. A deposit on **** was given to Kanes Furniture LLC, and the remaining balance was financed with Synchrony.We do not agree with the statement that our consumer was misinformed. The original sale receipt, which our customer signed agreeing to the terms of the finance offer, prominently displays the 12-month deferred interest with payments financing promotion. Furthermore, Synchrony emailed our consumer a monthly billing statement that also reflected the finance promotion, including its expiration date.

  The financing promotion expired on March 10, 2024. According to Synchrony's records, our customer has not communicated with them on this matter. Regretfully, we are unable to take any action since we are the retailer and not the financial institution. Kane's Furniture LLC. does recommend that our customer contact Synchrony directly.
  

  
  

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21681139
  
  I am rejecting this response because: this is a lie, my receipt did not reflect that information or my emails as I would have paid it off or used one of my credit cards.  I used to pay double the price every month but I promise I was not informed and Kanes need to be held for false advertisement. You not receive another payment until this is rectified. Your employees were too busy trying to push a sale with all the scratches and readings on the floor model I bought I should have known this was bad business. Kanes again I was not informed and willing to go to the media about your bad business practice again the sales rep or synchrony did not mention this to me there is no way I would have let this happened, bbb this company is not right and should be held responsible 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/16/2024

  The statement that the finance promotion was not reflected on the sales receipt or emails is inaccurate. As communicated, our customer agreed to the conditions of the finance offer by signing the original sales receipt, a copy of which has been provided, and it clearly displays the finance promotion as being 12-month deferred interest with payments. Additionally, until April 02, 2023, Synchrony was mailing our customer monthly printed statements. She then requested to be switched to an electric bill instead of a monthly printed statement.

  A snapshot of an e-billed statement has been included displaying the promotional section of her statement that shows the promotion details and expiration date. Kane's Furniture LLC and Synchrony have demonstrated transparency by making sure that the finance promotional details and expiration date are displayed in an understandable and straightforward manner. No further action will be taken. We believe this matter has been addressed.

• Initial Complaint

  Date:04/24/2024

  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.

  A bed was purchased in January, 2022 and the frame is already broken. I called customer service and they advised it is out of warranty and I would have to pay. The customer service rep suggested I go to the local Kanes location. I went to Kanes on 4/18 and spoke to a manager there who advised that she would call corporate and I would receive a call from Kanes after that conversation. A get a call, a tech comes out and does his assessment. The only time I hear back from Kanes on 4/21 when they left a voicemail to ask how the service was. I called today, 4/23 and spoke to a couple of people who advised that I would have to pay for the frame to be replaced. I need to share that Kanes had no intention on contacting me to advise of the tech's assessment, I called in today. It is clear in the notes, when the customer calls, tell her this... More importantly, the store told me that they would be sending a tech because it is broken. A frame should not break after 2 years. It is only me and I weigh 135 pounds and 5'9, again there is no way I would break that bed. Also, when I called; I asked 2 different representatives that I wanted to speak to someone in Corporate which was declined. I am not going to play he said she said about what notes were written.I will share that I will be going to the media about this, I am furious with the way I was treated, and a bed breaks, and Kanes will not do the right thing and fix the bed. I had to save to buy that bed to begin with. That is the only furniture I had for over a year because I left my husband and moved here with nothing. I am going to make a very big deal about this. A bed should not fall apart after 2 years, this is why Kane's Furniture has a 1.5 rating. By the way, whom ever I spoke to earlier today was ****, rude and already irritated when she took the call, super inappropriate!

  

  Business Response

  Date: 04/26/2024

  We have reviewed our consumer complaint regarding the 3pc queen *** purchased with our company in January 2022. We are sorry to hear that a problem is being experienced.
  
  Kanes Furniture warrants to the original purchaser at the original delivery site that the merchandise to be free from defects in workmanship, under normal use and conditions for a period of one year from the date of delivery. The one-year warranty expired in January 2023. The stated issue was reported to our office considerably beyond the one-year warranty period.
  
  To show our commitment to customer service ********************************************* LLC was able to acquire the part(s) and has successfully installed them at no charge to our consumer as a one-time courtesy. We believe this issue has been suitably resolved.

• Initial Complaint

  Date:04/05/2024

  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.

  We had placed an order for some furniture order number#*******IZ48A at the ************** Location *************. Purchase date was 5/25/2020. 1) one piece was a NICE Torino ********************** Recliner-Product # ********* Backordered Delivery 6/11/20. 2)second piece was a NICE Torino ********************** Sofa-Product # ********* Backordered Delivery 8/15/20 The sofa did not work when it was delivered. The left side wasn't reclining. I wanted to send it back but they wanted to send out a repair person. ****** said because of covid, it was BO at least 6 months or more and could not guarantee a delivery date. So they sent *** out to repair it sometime in November 2020. I cannot locate any paperwork on it, so I don't know if we received any, or I misplaced it in the move. About a year later we had a problem with it on the same side it would not recline, but when I called ****** to fix it they told me it was not under warranty anymore, so we lived with it. However, in June 2022, the other side of the sofa did not recline anymore. I called ****** to get a phone number for repair and ******* told me it is under warranty for two years not one year and someone should have come out to repair it. However, because we had moved to *******, they didn't have any repair people in **. Since it was the power mechanism that controls the reclining part, she was going to send the parts to us free of charge and we would find someone to repair the sofa at our cost, though it was still under warranty. Truly, I do not think we should have had to pay for the service either, because #1 they didn't want to take it back initially when it was broken brand new. Also, when I called to have it repaired a year after I purchased it I was misinformed I only had a one year warranty. I never did receive the parts for our sofa. In November 2022 our recliner also stopped working. On the print out I just printed it says we have a 5 year *************** Plan. Please.

  

  Business Response

  Date: 04/11/2024

  We have reviewed our consumer complaint regarding the power sofa purchased with our company in May 2020. We are sorry to hear that a problem is being experienced.

  Our consumer and management have had a discussion, and an agreement has been reached by both sides. We also believe that any misunderstandings about the terms of the warranty have been addressed. Again, we apologize for any dissatisfaction that *** have been caused.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21532790
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************************************

  I have been out of the country.  However, I did speak with ******* at Kane's furniture. She told me if ****** has a part they have in stock, that a repair person (I will pay for) identifies will repair the reclining mechanism, they will send it but at my cost. Plus, I still don't really understand the 2 yr warranty on parts. Either way, it will cost me a service call and postage that possibly could be a lot due to the weight of the part. This furniture shouldn't break a year out. It was broken when we received it, and they basically wouldn't take it back, telling us it was because they didn't know when they would have it available again.  However, we had been on back order and I'm sure they wanted to give new customers the incoming furniture on the containers opposed to replacing ours. So, two years having this furniture, neither the sofa or the recliner , reclining mechanisms no longer work.  They don't really want to take any accountability. After our sofa did not work again, when we received it and then it was repaired and broke again, we had another sofa on order and ended up canceling it because we knew we didn't get what we paid for. Plus, I shouldn't have to buy additional insurance, which they call warranties because it should last longer than it has. I never had a problem like this with furniture. It usually last a long time. Its just me and my husband who live in our house. So no, I am not satisfied with their response. They should pay for the visit and the repair, at the very least, on one side of the sofa. 

  Sincerely,

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

  

  Business Response

  Date: 04/29/2024

  As previously shared, our consumer purchased a triple-power sofa and a triple-power recliner in May 2020. 
  
  Kanes Furniture LLC warrants to the original purchaser at the original delivery site that the merchandise is to be free from defects in workmanship under normal use and conditions for one year from the date of delivery. The one-year warranty expired on June 11, 2021.The manufacturer warrants to the original purchaser a limited two-year warranty on the mechanism only that expired on June 11, 2022.
  
  The triple-power sofa was delivered on June 11, 2020, and the triple-power recliner was later delivered on August 15, 2020. Our customer reported to our office on August 15, 2020,that a clunking noise was being made by the triple-power sofa. A service technician performed an inspection, and a replacement right-side-facing power mechanism was ordered from the manufacturer. The replacement mechanism was successfully installed on January 19, 2021.
  
  According to our customer,about a year after the sofa repair, she noticed that the same side of the sofa was no longer reclining. This would have been reported in January 2022, outside of the one-year warranty that had expired on June 11, 2021. According to our customer, three months later, in June 2022, she also reported to our office that the opposite side of the sofa didnt recline. The one-year warranty had expired on June 11, 2021. At this point, the furniture had been relocated out of the state and beyond our service region. No further action was taken.
  
  Four months later, on October 31, 2022, our customer reported an issue with the triple power recliner's mechanism. This was reported after the furniture was moved out of state and after the August 15, 2021, one-year warranty expired. The replacement part pricing, including shipping costs, was provided to our customer, who has chosen not to buy as of present.
  
  In reference to the triple power sofa, we have informed our customer that components other than the mechanism might be the cause of the issue she is having. Parts, including the transformer box, power motor, power cords, power switch, etc. According to our customer, she believes the problem can only be resolved by replacing the power mechanism. In order to determine precisely what is needed to fix the issue being experienced, Kane's Furniture LLC. has advised that our customer have the ******************** inspected by a third-party repairman first.
  
  In the event that it is determined to be the power mechanism, Kane's Furniture LLC has offered to acquire the mechanism at no charge for our customer from the manufacturer as a gesture of goodwill. Nevertheless, our customer would be responsible for the shipping and third-party installation costs.
  
  Should it be determined that an alternative component is needed, such as a transformer box, power motor, power cords, power switch, etc. Kanes Furniture LLC. will try to assist with acquiring the part at no charge for our customer. The cost of the third-party installation would be the responsibility of our customer. If the component has to be ordered from the manufacturer, our customer would be responsible for the part cost, shipping, and third-party installation costs. We value the opinions of our customers, and we believe this issue has been appropriately addressed.