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

  
• 

  Kane's Furniture

  6222 N Dale Mabry Hwy Tampa, FL 33614-3960

  
• 

  Kane's Furniture

  4871 S Cleveland Ave Fort Myers, FL 33907-1319

  
• 

  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:03/13/2024

  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 two rocker recliners $1400 9/24/2023 they were delivered 9/30/2023 within two months they were squeaking so badly that we called Kanes in ***** ** for service. Service came and looked at them and they determined the bases needed replaced and they would contact me back within a week. They called told me they ordered my bases and they would be in May 2024. I contacted them in February spoke to ***** who said she would contact corporate office to see about exchanging the chairs because now the chairs are squeaking and grinding and there our metal shavings under the chairs. Had my husband put pads under the chairs as the shavings were staining my new area rug. Told her I was concerned that they would break and since I'm 65 didn't want to get injured or have a guest get injured. ***** called me back in a couple days and stated that corporate refused to exchange both chairs and she also spoke to service man that was here two months ago and that he didn't feel it was necessary. I have never been so disappointed in a company. These two rocker recliners were only a couple months old. This is clearly a manufacturing defect and you think they would have offered to exchange these two rocker recliners chairs for us.

  

  Business Response

  Date: 03/18/2024

  We have reviewed our consumer complaint regarding the recliners purchased with our company. It is embarrassing that Kane's Furniture LLC did not meet our high standards for exceptional customer service, which we take great pride in providing. After discussions with our consumer, we believe that she is satisfied with the resolution reached. We apologize for any inconvenience that this issue may have caused.
  

• Initial Complaint

  Date:01/30/2024

  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.

  On 6/8/21 I purchased a sofa and loveseat with electric motors on the recliners from ****** I also purchased a 5year warranty for $89.99 on the motors for the recliners on 1/23/24 the motors went out and now after contacted the company they will not fix the problem.

  

  Business Response

  Date: 01/30/2024

  We have reviewed our consumer complaint regarding the sofa and loveseat purchased with our company in June 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 September 2022.
  
  We have verified that the ***************** 5 Year Plan," which is administered by ServeCo North America, was purchased by our consumer. According to Serveco North America, the claim was first filed, on January 25, ****. Their records show that they have been waiting for ************** to send them a requested picture of the entire furniture piece so they can proceed further with the claim. The photograph has not been provided. Regardless, Serveco North America has advised him to expect a call from a service adviser to schedule a service appointment for the furniture item.  

• Initial Complaint

  Date:01/08/2024

  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 bought a recliner from the ************** store back in 11/2022. The bottom part of recliner is chaffing/peeling i guess you could call it. We purchased the extended warranties. I was calling to see if this defect would be under the warranty and ****** told me she didn't think so. I asked what do you mean by "you don't think so" and the conversation took a turn for the worse from there, she told me she didn't appreciate me questioning her like that. I asked to speak to the mgr and she told me she is corporate. I told her I was complaining with BBB and she really didn't seem to care and sarcastically told me to have a nice day. I would appreciate someone to pull this call from 1/5/2024 approx time 235pm EST to see that there was no need for her hostility when a customer calls with a problem. I own a business and there is no way my employees would talk like this to one of my customers. I would like to speak to someone that has some decently and respect for their customers and see if this matter can be resolved. This was a $1500.00 recliner and would think it would last longer than a year. I can send pictures if needed

  

  Business Response

  Date: 01/12/2024

  We have reviewed our consumers complaint regarding the recliner purchased with our company November 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 described issue was first reported to our office 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 extended warranty 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 onetime occurrence)
  
  Cracking/peeling of the covering is not covered under the Limited Leather Protection warranty terms.
  
  A member of our management team has tried unsuccessfully to contact our consumer via voice mail. We kindly request that our consumer contacts us so we may further discuss this matter.

  
  

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21104320
  
  I am rejecting this response because: No one has tried reaching out to me via VM or email. I dont recall giving my phone # on this complaint but I know for sure my email is listed if they want to reach out that way, Its unfortunate that you aren't standing behind this $1500 recliner with being a couple months shy of the year. You can plainly see this is something that didnt just happened, its been like this for a few months now and with the holidays, I forgot we had bought the warranty until recently is why I was inquiring. There is NO WAY this recliner should be peeling this quickly. If you aren't willing to do anything then we are done for good with Kanes and will make sure we alert everyone we know what went down with this. On the other hand, I am extremely dissatisfied with the way the employee spoke to me on the phone, what happens with that? any type of counseling or training with her so she learns how to treat your customers in the future? Was the call listened too? Terribly, terribly disappointed with Kanes 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/19/2024

  Our consumer provided us with photos of the stated damage, which has been confirmed to be non-vendor related.Additionally, there are numerous scratches in the leather of the recliner,which is indicative of pet damage.

  As previously communicated, 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 a period of one year from the date of delivery. The described issue was first reported to our office outside the one-year warranty.

  In the effort to assist our consumer,Kane's Furniture LLC is currently obtaining replacement part pricing from the manufacturer. If our consumer chooses to proceed with purchasing the replacement part, Kanes Furniture LLC would be happy to provide a complimentary one-time part installation.

  Lastly, a formal investigation has been conducted into the alleged lack of professionalism. For reasons of confidentiality, we do not disclose the results of our findings. Hopefully, this will address the concerns expressed.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21104320
  
  I am rejecting this response because: 1. I do not own a pet so to assume this is not truthful . The scratches are very minimal thru out chair from normal wear n tear and irrelevant to peeling of section in question. Im not concerned with scratches but faulty material.  Kanes even said damage looks as if it was happening for awhile so to say its out of warranty time frame is ridiculous. She knows darn well this had to have been happening within warranty time frame. Id be willing to hear cost of replacement part but really feel it should be kanes paying for this than me. Its too bad they dont stand behind their products, doesnt make chances for customers to return or give them good kickback on reviews to be discussed with others . Funny I was asked what cleaner I use, I said theirs so I guess I cant be blamed on that 1.  Overall very unhappy and wish to keep my complaint noted. Id like price on  replacement and would like # of manufacturer they would get said part at. Thank u
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/26/2024

  To show our commitment to customer service, we shared the cost of the replacement part with our consumer. Additionally, as a gesture of goodwill, Kane's Furniture LLC offered to install the part as a one-time courtesy at no charge, should the consumer decide to purchase it.Unfortunately, our offer of assistance regarding this matter has been turned down. Given that the warranty has expired, no further offers will be extended. We value the opinions of our consumers, and we believe this issue has been appropriately addressed.

• Initial Complaint

  Date:01/05/2024

  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.

  10/17/21 date of purchase order #*******Cj91 ***************************** for basically a year now we have had three repair orders with the recliners never being repaired and each time servico and Kanes have had nothing to say to fix this item but wait for additional parts for almost 8 month now. yesterday I contacted both and was told I would be contacted with hours I did not get a return phone call from either after speaking with staff at both that claimed to be management. We would at this point request a refund of our ******** due to this either had to be a faulty recliner from basically the start or the enability of the people you sub contract with to correctly assess and repair furniture. We have waited for repair for almost a year now which is unexceptable and we request instruction for further action to secure our refund in this almost year long issue. All the attempts and time they have been to my residence sould be documented. We mo longer trust that this is a fixable recliner after three ser vice attempts and is not using the reci er now for almost a year. Again at the point we would only reauest a refund of our payment and instruction to do so after trying with both Servico and Kanes and being ignored to the point of not even being given a return phome call as promised.

  

  Business Response

  Date: 01/12/2024

  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.
  
  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 October 2022.
  
  We have confirmed that our consumer purchased the **************** 5 Year Plan that is administered by ServeCo North America. It is our understanding that our consumer first originated a claim with ServeCo for the armless power recliner in June 2023. A service technician identified the issue, and a replacement part was ordered under the warranty terms. In July 2023, our consumer originated a second claim with ServeCo for the *** recliner. A service technician identified the issue and corrected it on the spot. The ordered part for the armless power recliner arrived and was installed on January 4, ****. While at the home, the service technician identified an issue with the motor in that piece.
  
  Under their warranty terms,Serveco North America has given Kane's Furniture LLC authorization to replace the armless power recliner. We are currently waiting for our customer to arrange a delivery date after notifying them of the replacement. We consider this issue to be settled.
  

• Initial Complaint

  Date:01/05/2024

  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.

  We Purchased a bunk bed with our specific needs explained right of the bat to the salesperson. We have an autistic 22 year old that needed the upper bunk for his stuffed animal collection and "bottom drawers for Lego storage. Based on the unit that was displayed on the showroom floor which included two bottom drawers, that was exactly what we set out looking for. It was perfect. We assumed the drawers were included as a part of the purchase since it was on display that way. It was not verbally explained to us otherwise, and there was no sinage on or near the merchandise explaining that the drawers were sold separately. We feel that this is false advertising and borderline of "Bait and Switch". We have made several attempts to resolve this matter. Once being put in contact with the salesperson whom now claims that he explained this to us and ask us if we wanted the drawers which as I explained already as we did to him in the very beginning, that was our primary reason for going for this unit. (He did neither explain or ask) and after our phone conversations began to escalate he simply hung up on me. I have twice asked to speak to a manager and visited the store once to try to resolve this. Each time I was schluffed of being told a manager was busy but would call me back. I'm still waiting for that call but not holding my breath. I even ask them to come pick the item up and refund our money but they don't give refunds unless it's damaged. We doubt we will get what we want to resolve this matter, based on a plithera of negative reviews I'm finding on the Internet about this company. Numerous complaints about the poor customer service this company is notorious for. Full of excuses and passing the buck. All we want are the 2 drawers that we thought were part of our purchase to begin with. If all we can do is warn others to shop elsewhere "buyer beware" spend your money with a business that does respect and care for their customers. Don't get suckered like us.

  

  Business Response

  Date: 01/08/2024

  We have reviewed our consumer grievance and sincerely apologize for any misunderstanding regarding the merchandise purchased from our company. Kanes goal is to provide complete, accurate, up-to-date information in our showrooms and on our website.
  

  We have verified that the configuration, color options, and pricing are displayed correctly on the relevant signs. The underbed storage box set (drawers) is available for the selected bunk bed at an additional charge as it is sold separately. Our website has this information as well. The signed sales receipt confirmed that a three-piece bunk bed was bought without the set of storage boxes. The same was acknowledged and signed on the delivery receipt.Our customer was extended the opportunity to purchase the underbed storage box set (drawers) with free delivery in an attempt to resolve the issue but has declined this offer. We are sincerely sorry for any dissatisfaction this matter may have caused.
  

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21100025
  
  I am rejecting this response because:These photos were taken before they had a chance to correct their mistake. Their employees are liars to cover their own butts.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/10/2024

  We appreciate our consumer for providing photos. As we can see, the price tag for the set of underbed storage boxes is inside the drawer. Since our floor displays are sampled by consumers daily, we are consistently inspecting and reorganizing them. We acknowledge that errors can happen, but our intention is never to mislead our consumers. We are sorry that our previous offer of assistance was not agreeable. In the effort to settle this matter, we would be happy to arrange for a truck pick-up of the 3-piece bunkbed and provide a full refund. Hopefully, this will address the concern expressed.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21100025
  
  I am rejecting this response because: We ask for this offer to take the merchandise back and refund our money in the beginning and we were flat out told that the ONLY time returns were accepted and refunds given were if the merchandise was damaged and the staff refused to even offer us this option. As time has passed the young man that we purchased the bed for whom is autistic with an attachment disorder has become attached to his new bed and it would be detrimental now to take it away from him. I will admit I am wrong as the picture that I took clearly shows but look at what I had to do to find a price tag. All of the other price tags and warning are clearly displayed. Why was the price tag for the drawers placed in a plastic bag and tucked away out of sight in a drawer? If I had not pulled the drawers out to take that photo how would I know that they were sold separately. The salesman DID NOT tell us this and we were very clear that drawers were one of the main reasons for selecting this item. At this juncture the photo says I'm wrong and I am not going to change my opinion of your sales tactics or the rude sales staff you employee. We will keep our purchase, Let others know of our experience and let them decide for themselves and we won't spend another dime with **** Furniture. Prior to this purchase we spent close to $5000.00 with Kanes. Maybe not a house full but a piece at a time and in CASH Everytime. NOT ANY MORE!!!! Consider this case CLOSED.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/04/2024

  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.

  Purchased "as is" sectional group for $1,299.00 on 2nd of August 2023. Applied for credit with Synchrony finance company for credit in that same amount, 12 months interest free on same day through the Kanes. Salesperson, *********************** could not provide receipt for furniture, as Kanes computer system was down. Stated she would contact me when delivery was arranged and email receipt.Never received receipt or information on delivery. I contacted ***************** before delivery, and she stated she would arrange delivery and send receipt with delivery driver. Furniture was delivered on the 5th of September, the driver apologized for leaving receipt at warehouse and stated ***** "threw in" a rug with pad, for my patience.Several months later after reviewing billing statement, I noticed an additional charge of $500.61. posted on August 7th, 2023.I spoke with finance company, who in turn stated I must speak with store. I made several phone calls to the store and was promised several times my call would be returned.On Friday, December 29th, I went to the store and after speaking to customer service, a large, loud and rude man appeared. He had my receipt, THAT WAS THE FIRST TIME I EVER SAW IT. After some heated discussion, He stated that he would investigate the additional charge and contact me on Monday, January 1st, ****, and yes, he was working that day. I was never contacted.I believe what happened, was I was also looking at a different sectional that day and the salesperson started that order and was not able to cancel, when I changed my mind, due to the computer going down that day. And I was charged for that partial order also.Attached: copy of charges to Synchrony credit account ********************** invoices Photograph of sectional on show room floor

  

  Business Response

  Date: 01/10/2024

  We have reviewed our consumer grievance and sincerely apologize for any confusion regarding the finance billing from Synchrony Bank.

  Management has spoken with our consumer and confirmed that all pieces of the 4-piece sectional have been received. A reconciliation of the purchase pricing has also been provided. We believe that all of our customers' inquiries have been addressed and that she now understands and accepts the charges.

• Initial Complaint

  Date:12/13/2023

  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.

  Purchased dining room set on 10/15/2023 - delivery was made on October 21 and the table was damaged in multiple places. I advised the delivery person I would not sign due to the damage and I wanted a replacement. Two more attempts were made to deliver the table ( Oct 21 an d Oct 28) these units were damaged and declined as well. Left a message for a manager at the store on Nov 2 and Nov 6 - no response. Went to store and met with **************** Manager "hava" on Saturday 11/16 who assured me she would send an email to corporate and contact me during the week. The next available delivery would be in January and advised her that is unacceptable as 3 deliveries later i am making payments on a table that is not satisfactory. Due to the thanksgiving holiday I waited and called the store who informed she would call back. That did not happen. 12/1 i contacted customer service again and was told *************************** would call me back from corporate. Again, I have had no response. Kanes has not returned my call I want a full refund and would be happy to have them pick up the table.

  

  Business Response

  Date: 12/18/2023

  We have reviewed our consumer complaint regarding the dining set purchased with our company in October 2023.It is embarrassing to learn that Kane's Furniture LLC did not live up to the standard of excellent customer service that we take great pride in providing.After discussions with our customer, we believe that our customer is satisfied with the agreement reached.

  We are sincerely sorry for any dissatisfaction this matter may have caused.

  
  

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20998184
  
  I am rejecting this response because: kanes states they will pick up dining room set on 12/23 and refund monies immediately.

  Based on kanes history of no response or follow up I would ask that we close his complaint after 12/25 due to the holiday 

   

  Thank you for your intervention 

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

  

  Business Response

  Date: 12/28/2023

  Please find this response as a follow up to the original. Our consumer's dining chairs have been picked up and returned to our distribution center as of December 23, 2023. The anticipated refund has been transmitted back to the finance company. Again, we apologize for any dissatisfaction this matter may have caused. We believe this matter has been resolved.

  Customer Answer

  Date: 12/30/2023

   
  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,
  
  *** *********************

• Initial Complaint

  Date:12/04/2023

  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 dining room set from ****** and agreed to a delivery at the end of the month. When the furniture arrived, only the chairs were present. I called ****** and was advised that the table for the dining set would not arrive until the end of December (10 weeks out). I advised that was not what I agreed to and would not work for me. The Director of **************** (***************************) advised me that they we could have the floor model of the table that we could use until the real table arrived. I sent my husband to pick up the table and they offered him one from damaged goods and advised if it was further damaged, we would have to keep it. Obviously that will not work since we paid for a NEW table. ****, the store manager apologized and said she had a table we could use. I showed up to the store AGAIN and was shown ANOTHER damaged table. I refused and advised I needed a refund, as I first requested. ****** came to pick up the furniture on 11/15 and on 12/4, I still have not received the money and when I called was advised I was getting a store credit. That is NOT acceptable. The only reason this furniture was not IMMEDIATELY returned to the store is because they insisted they had solutions. The solutions were not reasonable and I should not have to accept anything less than a 100% refund to MY CREDIT CARD. I met all my commitments as a consumer and have been yanked around by ****** for 5 weeks. I need my money back.

  

  Business Response

  Date: 12/07/2023

  We have reviewed our consumer grievance and sincerely apologize for any misunderstanding regarding the merchandise purchased from our company.
  
  The pub table was backordered from the manufacturer and out of stock at the time of purchase. Nevertheless,our consumer arranged to have the in-stock items delivered on October 26, 2023.Unfortunately, due to circumstances outside of our control, the manufacturer had to modify the pub table's estimated shipping date. In an attempt to help our consumer we offered to provide a loaner table, in-store credit to choose another item, or a refund.

  According to what our customer says, she went to a nearby showroom but was dissatisfied with the tables we could loan her and couldnt find another pub set that would have served her needs. Our records reflect that the pub table was returned to our facility on November 16, 2023. A full refund has been processed to the appropriate financial institution. Again, we apologize for any dissatisfaction that *** have been experienced.

• Initial Complaint

  Date:11/30/2023

  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.

  On September 13, 2021, we ordered a set of bedroom furniture, being told it would arrive in 3 months. After 3 months, I contacted the store every month and was told each time that would arrive by the end of that month. I asked to be kept updated. The only time the store contacted me was in January, 2022 to inform me that the mattress I had ordered needed to be picked up because they were discounting that line. We either had to take delivery or pick a new mattress (at a cost increase). After many calls, the sales woman arranged for a borrowed frame and mattress delivery. The furniture finally was delivered on September 21, 2022 (they waived the delivery charge. So, we just arrived in ******* to discover sawdust under our bed. After much research, we discovered that the slats holding up the best were infested with post powder beetles that had burrowed hundreds of holes in the slats. I called Kanes to complain and was told we are out of warranty. I would like an apology and either money reimbursed for the new (treated wood) that we purchased.

  

  Business Response

  Date: 12/06/2023

  We have reviewed our consumer grievance and sincerely apologize for the initial handling of the problem experienced.
  
  The powder post beetle prefers to ****** in dry, seasoned wood that has not been treated. Kanes Furniture LLC works closely with furniture manufacturers to ensure that all wood products are thoroughly inspected before they are shipped. We have consulted with the manufacturer regarding this issue, and after speaking with our consumer, we believe that an amicable resolution has been reached. Once again, we apologize for any inconvenience caused.

• Initial Complaint

  Date:11/13/2023

  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 purchased an oversize chair and ottoman in the matching couch from kanes and *****. I was hesitant to buy the furniture because its the kind that has pillow cushions and I was afraid that the staffing would go soft quickly. *******, the sales lady that was assisting us advised us if we purchase the extended warranty that would cover anything that would need to be repaired. Including restuffing the furniture. It was a little over a year that weve had the furniture. We have had a service tech come out, and he has stated that it is not covered under warranty because the stuffing is considered normal, where a furniture and thats not covered under the warranty. However, I would agree with this if it wasnt for the chair when you sit in it, it doesnt appear to be only the cushion its the springs in the bottom of the chair that is defected. Kanes refuses to repair and or replace it. We have had a lot of items a kanes, and overall do you like the quality of their merchandise. However, I feel that the promise of their employee and the quality of this furniture should be honored. You cant even sit in the chair you are so low to the ground, but it puts a lot of pressure on your lower lumbar. And causes severe back issues. I would like canes to replace the chair. To do the right thing.

  

  Business Response

  Date: 11/14/2023

  We acknowledge our consumer's comments and would like to extend our most sincere apologies. 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 February 2023.
  
  As stated by our client, in July 2023beyond the one-year warranty perioda problem with the seat cushions was reported to our company. As a courtesy, a service inspection was conducted,and it was determined that the seat cushions were softening as they should with use and aging. Kanes Furniture LLC has agreed to evaluate the furniture once more, and the inspection is scheduled for November 20, 2023. Because the manufacturer's warranty has expired, we will try to provide some possibilities for further assistance based on the results, if applicable.
  
  Lastly, the "extended warranty" that our consumer refers to is actually a stain protection warranty that UV3/Masterguard administers. Under the "Limited Stain Protection Warranty," the following is covered:
  
  Any stains caused by food or beverage
  Human blood, Human urine, and Human Vomit
  
  Regrettably, softening seat cushions is not covered under the Limited Stain Protection warranty terms. 

  Customer Answer

  Date: 11/25/2023

   
  Complaint: 20859023
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 11/27/2023

  The service tech came out to access the furniture and they were to get back with me it has been a week and I have not heard from them. Could be due to the holidays. But I do not want this complaint closed until I get a resolution. 
  

  thank you kindly. 

  

  Business Response

  Date: 11/28/2023

  We apologize for any inconvenience caused due to the holiday.  A service technician performed an inspection of the upholstery group purchased with our company in November 2021. According to his report, the seat springs and framing are structurally sound and meet manufacturer standards. The seat cores (foam cushions) on both the sofa and the chair and a half are softening normally with age and usage. Softening is expected over time and is not considered a manufacturing defect.
  
  In an effort to assist our consumer, we have confirmed with the manufacturer that replacement seat cores (foam) are available for purchase. A letter has been mailed to our consumer with the pricing details. Should she decide to move forward with purchasing the part(s), Kanes Furniture LLC would be pleased to offer the installation at no charge as a one-time courtesy. No further offers will be extended on the furniture, given that the warranty has expired. 

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20859023
  
  I am rejecting this response because:
  I have spent a lot of money at Kanes Furniture in the last 2 years. Our first purchase was, our living room furniture that we purchased in February 2021 and it  should not be in the condition that it is. We have no children or pets just normal sitting on the furniture.  After a year the cushions should not have broken down and now almost two years later should not have sagged and sunk down so far that you are almost sitting on the floor. It is so uncomfortable and puts a lot of pressure on the lower back. My husband is now having severe back pain.   Kanes furnitures solution to our problem is for us to purchase the new cushions ourselves plus to pay the  shipping cost is unacceptable. I could have did that on my own. I feel they should do the right thing and replace them at their cost.  
  
  Sincerely,
  
  *******************************

   

  attached is a picture of the furniture.