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

  
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  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:11/10/2023

  Type:Sales and Advertising 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 ******************** set order was placed during a weekend Special Event at the Kanes Furniture located at ************************************************************. Cash money *deposit" was paid, transaction was completed, with the agreement to pay off or finance by delivery date, 30 to 60 days after the purchase. Prior to the delivery date, i made the decision to pay furniture and finance additional dresser. The Sales person was not longer at the store. Store manager completed the process, assigned the sales to another sales consultant person that i didn't know, re did the transaction, re confirmed verbally that it was the same ******************** set, made a joke stating that i got a GREAT DEAL, because the price changed. Also made questions about my husband and myself language accent, ethnicity. I paid the money, financed a separate dresser. The order was delivered as a Queen ******* set. I called the delivery line and the store directly asking for the person-Store or finance Manager who collected the money and finalized the papers. The unkown" Sales Associate came to the phone, and his answer was "you signed for a Queen ******** was first in shocked then upset with his answer..At this date, i am still awaiting for the Store Manager to call me. In addition. THE CASCADE 66" DRESSER CAME DAMAGED. All this mess created by *** Manager needs to be corrected. It Needs to be replaced, WITH NO ADDITIONAL COST..

  

  Business Response

  Date: 11/15/2023

  We have reviewed our consumer's complaint regarding the queen size ******* set purchased with our company in September 2023. We are sorry to hear that a problem is being experienced.
  
  According to our consumers original sales receipt, it clearly reflects that she purchased a queen ******* set. At the time of purchase, the coordinating ******* pieces were placed on a back order, and the entire queen ******* set was later delivered on November 8, 2023.Our consumer accepted the delivery and signed an acknowledgement that the services pertaining to the order were completed. The size discrepancy was reported to our office at a later time. At that moment, Kane's Furniture LLC offered to sell our consumer the three-piece king-size bed in exchange for the three-piece queen **** but she declined to pay the price difference. Since our consumer finds this remedy to be unacceptable, Kane's Furniture LLC is willing to accept the ******* set's return in exchange for a refund.
  
  In regard to the 66 dresser that is being reported as damaged. This is part of the queen ******* set that we are offering to take back for a refund. We are waiting to hear from our consumer about their preferred course of action.   

• Initial Complaint

  Date:10/24/2023

  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.

  In September 2022 I bought a bed and mattress set with its warranty protector at the Kane's furniture store in ******* location, in April ********************************************************* is sinking, I called and they came to check, the person only takes the measurements, takes photos and says they will call you, 3 days later I receive the call and they inform me that I needed to lose half an inch more according to their absurd policies and I had to wait at least 3 months for a second inspection in August or September I contact them for the second inspection, again the person comes takes photos, measurements and leaves. 3 days later they informed me that they couldn't do anything for me because my mattress had a stain, a stain that I had to go check during the call because I had removed the mattress protector only twice to wash it and I have never seen a stain. The stain is something minimal that can barely be perceived. I had to check it carefully. In the end they told me that I should complain to the mattress protector. They said they would come and clean the mattress, after calling almost daily and being very poorly attended to by everyone. customer service people, treating me as crazy, as a liar and telling me to stop calling because they couldn't do anything for me. The problem is that my mattress has been sagging since April, affecting my health when I sleep, and I am paying an amount of money. For this mattress, from April to August the inches were not going to appear, it is worse. and this is the whole issue, they want me to get tired and they don't want to respond, supposedly because of a stain that has no explanation, because the protector company couldn't even identify I need a replacement for my mattress that is affecting my health, and they don't. I have money to buy another mattress. and I paid a guarantee. A mattress that is barely a year old is impossible to be in this condition.

  

  Business Response

  Date: 10/30/2023

  We have reviewed our customers complaint regarding the king-size ******** purchased from our company in September 2022. Kanes Furniture LLC prides itself on providing excellent customer service, and we are sincerely sorry to hear that this level of service was not received.
  
  On two separate occasions, a service technician verified that the ******** displays typical body impressions that are less than 1-1/2 inches in depth. An impression must be deeper than 1-1/2 inches to be considered defective under the manufacturer's warranty. Kanes Furniture LLC offers no bedding warranty greater than what is offered by the manufacturer.
  
  A king ******** protector was purchased with our company, as our consumer states. The warranty for the ******** protector is administered through Bedgear. We have confirmed that on September 27, 2023, our customer made a claim with Bedgear regarding an unidentified stain that happened on September 1, 2023. Stains must be reported to Bedgear within five (5) days of the incident, per the terms of their guarantee. Because the incident was not reported within the allotted five (5) days of its occurrence, the claim was denied. As a one-time courtesy, ******* had the stain successfully removed by their professional. As a result, the ******** is now covered by the manufacturer's warranty again. We would be happy to re-evaluate the ******** once more after 60 days. Our consumer can also file a warranty claim with the manufacturer direct at Therapedic.com. 

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20776874
  
  I am rejecting this response because:
  They never told me anything about filing a claim with the manufacturer therapedic.com, in fact I didn't know the name of that company. And I think the service is very bad because I have to call Bedgear and I also have to call another company for a claim, I did not buy from any of those companies, I bought from Kane's Furniture and they must respond. Now they called me and said that I must wait 60 more days to call again and wait for it to sink half an inch more because for them it still doesn't meet it... although you can see it in the photo, in addition to harming me because I can't sleep well in This mattress because I can't move as I want, neither my husband nor I are comfortable and they are not interested in this. It's 60 days and if it doesn't sink half an inch, should I keep the mattress in that state???

  I consider that it is wrong to keep a mattress that for me is defective and ***** my health, I think that I have the right to make a change request for something that I do not agree with and that I have not been heard, on the contrary their treatment towards me has They have been very rude, if I do not write a ****** review, they do not answer my request after Bedgear cleaned the mattress, because I called them and they said that nothing appeared in their system about any visit commitment after Bedgear cleaned and that They had already been clear that they could not do anything for me, they even said that my call did not appear and I have my call record... then after the ****** review they said that I must wait the 60 days for the half inch. No and I will not agree with that.
  Sincerely,
  
  ********************************

  

  Business Response

  Date: 10/31/2023

  As previously communicated,Kanes Furniture LLC offers no bedding warranty greater than what is offered by the manufacturer. A service technician confirmed twice that the mattress shows normal body impressions that are less than 1-1/2 inches. According to the manufacturer's warranty, an impression cannot be deemed defective until it is deeper than 1-1/2 inches.

  Given that our consumer is dissatisfied with our assessment of the mattress, she does have the option to make a claim with the bedding manufacturer directly. This is by no means a requirement; it is merely an additional alternative made available by the manufacturer for consumers. No further action will be taken on the mattress at this time. We would be pleased to reassess once more after 60 days. 

• Initial Complaint

  Date:09/28/2023

  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 bought the couch 12/10/21. delivered in January 2022.Upon arrival you could see that the pillow on the Right side recliner was sloped and not stuffed enough.February 24, 2022 the right recliner was replaced due to the cushion issue (cushions are attached and therefore they had to replace the entire recliner)April 2023, called Kanes to notify them of cushion and 2 stains Although I have Masterguard stain coverage my stain claims were denied because I did not notify them within 5 days of the stain occurring. I called Kanes corporate in ******* ************ and explained to them we were told the warranty covered "everything". Masterguard denied my claim even after I sent the pictures and the paperwork.September 28, called corporate about couch cushion. Given the number for "All Furniture" who is suppose to take care of this. Was notified by All furniture that I would have to pay $50 service fee AND repairs unless Kanes sent them a request.I called Kanes and spoke with ********. She stated our warranty was only for a year, even though we paid for 7 year stain warranty and 5 year power protection plan and refused to pay for it. I explained that this is the SAME PROBLEM THAT OCCURRED A MONTH AFTER I BOUGHT THE ***** WHILE IT WAS UNDER WARRANTY. There is obviously a manufacturing issue and again I was told there was nothing they could do. I have owned 3 sectionals in the 30 years I have lived in my home. 1 from Leavitts furniture, 1 from Lazy boy and 1 from rooms to go. NONE have EVER HAD this issue.

  

  Business Response

  Date: 09/29/2023

  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 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 one year from the date of delivery. The one-year warranty expired in January 2023. As our customer states, an issue with the seat cushion was reported to our office within the first 30 days of ownership, and a replacement right-arm facing recliner was delivered to our customer in February 2022.

  The issue now being experienced with the right-arm facing recliner has been reported to our office outside the one-year warranty.As a gesture of goodwill, a service inspection has been scheduled for October 3, 2023. Based on the findings, Kane's Furniture will attempt to offer some options of assistance, if applicable, given that the manufacturer's warranty has expired.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20669466
  
  I am rejecting this response because:

   This complaint has NOT been resolved.  Kanes agreed to replace the "support" under the cushion but refuses to address the cushion stating it was from natural wear and tear. I reminded them that the cushion was replaced within THREE WEEKS of initially receiving the couch so this is apparently a problem. I also reminded them that the other 2 recliners I sat in eVERY NIGHT by myself and and my daughter and there is NO visible damage, shrinking, collapsing of the cushion.  I was told customer service would call me back as I was not satisfied with the plan and NO ONE from Kanes has contacted me. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/24/2023

  As previously communicated 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 one year from the date of delivery. The one-year warranty expired in January 2023.
  
  As our consumer states, an issue with the seat cushion was reported to our office within the first 30 days of ownership, and a replacement right-arm facing recliner (even exchange) was delivered to our consumer in February 2022. The issue now being experienced with the right-arm facing recliner has been reported to our office outside the one-year warranty.
  
  A service inspection was carried out as a goodwill gesture and determined that the stated problem is not vendor related. The manufacturer's warranty, which has already expired, does not apply to the problem being experienced. Nevertheless, the manufacturer is sending a replacement seat core (foam cushion) to our business in an effort to help our consumer, and Kane's Furniture is willing to install the part at no charge as a one-time courtesy.
  
  Management informed our consumer about our intention to assist and our planned course of action on October 9, 2023. We are sorry to hear that our consumer does not feel that our assistance meets their needs. No additional services will be offered since the warranty has expired. Once the replacement seat core arrives from the manufacturer our consumer will be contacted to schedule the installation.

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20669466
  
  I am rejecting this response because: I was told you are sending a support for underneath the cushion. The cushion is ATTACHED to the couch which is why last time they had to replace the recliner itself as they could not "cut the cushion off".  I was told by Kanes that you would NOT do anything about the cushion as it is natural wear and tear (it is NOT natural wear and tear as this has not happened to ANY other cushion on this sectional.  If the cushion is not replaced it will continue to slope and it is obviously lopsided.  The fact that this is an issue for a second time should be a red flag.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/03/2023

  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 purchased a dinette set on May 11, 2023 which had many flaws with the cover peeling off the chair seats. I called them to come look at the damaged seats, and they agreed. that it was damaged. They took the dinette set back to the store on May 13, 2023. I paid full price for the purchase with a Master Card.in my husbands name - *******************************. He passed away with cancer while all this was going on. I cancelled his Master card, because I also had the same Master card in my name. I went to the furniture store to obtain my refund, but they told me I would have to prove that his card was cancelled. I called *************** the issuer of the Master Card, and told them to send me a letter saying that my Husband's card had been cancelled. I waited two weeks, but no letter arrived. I called the bank again. they said they would send the letter to me again. I have waited another 2 weeks, but haven't received it. Today is August 2, 2023, and I have not been able to receive my refund of $ ******. from Kanes Furniture.

  

  Business Response

  Date: 08/09/2023

  We acknowledge our customer's grievance and would like to express our apologies and our sincerest condolences. As our customer states the original purchase was made using her husband's ********************issued Mastercard. We are truly sorry to learn that our customer had such trouble getting written confirmation from ******************* of the closed account. We contacted ******************* in an effort to help, and they confirmed that the Mastercard was not a joint account and had been ***************************** will proceed to issue a reimbursement in the form of a check since the account has been closed. Again, we apologize once more for any dissatisfaction that *** have been experienced.

• Initial Complaint

  Date:07/17/2023

  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.

  SO# *********** - $267.50 , *********** - $1098.21. Dates: 4/14/23 & 4/16/23 delivery date 4/2523 Kanes committed to provide new products and we received 2 defective products. A used mattress with body impressions and a box spring that was damaged. We called the store the same day and a technician didn't arrive until 2 days later to fix the boxspring when we had asked them to retrieve the box spring and get a full refund. They told us they would not refund us anything and we couldnt return anything either. We called several times the day of delivery to try to resolve these issues and we were informed that were calling too much and we could not return anything for a full refund after we saw the products that we received were not new products.We were also informed we would receive a free boxspring with any purchase and then they said no while checking out. We were also charged sales tax for the city we live in not the sales tax from that city which is less than ours. The store manager ****** let us know {while yelling at us} as a Veteran i was not entitled to any discounts since theyd given us all the discounts available.

  

  Business Response

  Date: 07/26/2023

  We have reviewed our customers complaint regarding the queen-size bedding purchased with our company in April 2023. A member of our management team has tried unsuccessfully to contact our customer multiple times via voice mail and email. We kindly request that our customer contacts us so we can further discuss this issue in more detail. Thank you.
  

• Initial Complaint

  Date:07/10/2023

  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.

  Went to Kane's Furniture on July 7th to spend money based on this 20% sale advertised thru July 30th and the ******* store will not honor their own advertisement as online now shows must be over 6k!!! Heres the ad and proof! Disgusted!! Sales person (****) spoke to manager but manager didnt even talk with us and they stated theres nothing they can do and corporate wont answer for a free days. This was 430pm on a weekday. They had zero empathy and made no attempt to honor the ad.

  

  Business Response

  Date: 07/11/2023

  Good afternoon, 

  Kanes is never happy to learn that a guest had a less than perfect experience in one of our stores.  The advertisement ****************** saw online had  an incorrect tier level  of  $3000 and up for a 20% discount. This was a promotion that was intended to run for one day only.   It is our understanding that a store manager has contacted Ms. ****** and offered to honor the discount any time before 7/30/2023 ,as this was the expiration in the advertisement she had seen online. ****************** requested a free delivery in addition to the discount due to her inconvenience , and Kanes has agreed to meet that expectation .  She has informed  us she will be visiting the store this weekend to make her purchase .

   

  Customer Answer

  Date: 07/12/2023

   
  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:06/30/2023

  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.

  I purchased a three piece leather set from ******************* at the ******* store on 6/20/23 and he told me that all three items were in stock and they would be delivered on 6/28 to my house however when the delivery team arrived they had three items but two were love seats which wasnt what was ordered so the delivery guy calls the Kanes office and Im told to expect delivery on 7/5 and when they moved my old furniture they told me that they arent allowed to do it but if I pay them ***** each they will do it and Im disabled so I had no option but to pay these thieves. Today I call my sales **** ******************* and he tells me that the recliner will not be in until late August and he didnt care because he already has is commission .

  

  Business Response

  Date: 07/03/2023

  We acknowledge our customer's grievance and would like to extend our most sincere apologies for any dissatisfaction that *** have been experienced. According to our customer,he bought a three-piece set that included a power sofa, a power loveseat, and a power glider chair. The products showed stock availability, and as a result,June 28, 2023, was chosen as the delivery date. However, it became known during delivery that the manufacturer had mistakenly labeled a motorized loveseat as a power glider recliner.
  
  Based on the inventory data that was available at the time, a new delivery date was scheduled. As a result of our internal query, we, unfortunately, discovered that the other power glider recliners that were listed as being available in our distribution center were actually power loveseats. Therefore, the rescheduled delivery date of July 5, 2023, was canceled. The next expected shipment from the manufacturer is estimated to be mid to late September. 
  
  We sincerely apologize for this error and any inconvenience it *** have caused. Our customer has been offered the option to return the power sofa and power loveseat to select something else or for a refund. He has decided to keep the pieces and wait for the expected back-ordered recliner shipment to arrive. Lastly, Kanes Furniture LLC does not relocate or remove pre-existing furnishings aside from old bedding removal with a new mattress purchase. We are looking into our customer's claim that he paid the delivery team additional money to relocate pre-existing furnishings.
  

• Initial Complaint

  Date:06/23/2023

  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 king size mattress and associated bed frame from ****** in December 2021 for $2400. The mattress came with a 10 year warranty against sagging. I called Kanes in May 2023 to report a warranty claim for sagging on both SIDES of the bed. The warranty tech came out and measured the mattress and frame on June 10, 2023. He reported that one center support had improper framing. That support is at the end of the bed, not on the sides where it is sagging. They denied the warranty claim for the so-called improper framing. I explained that I am physically disabled and it is very hard getting up from a sagging bed and the missing support at the foot of the bed had nothing to do with sagging sides.

  

  Business Response

  Date: 06/26/2023

  We have reviewed our customers complaint regarding the king-size bedding purchased with our company in December 2021. We are sorry to hear that a problem is being experienced.
  
  It was reported to our offices in May 2023 that the mattress appeared to be sagging. An inspection was performed, and the technician confirmed that the mattress shows normal body impressions that are less than 1-1/2 inches. To be considered defective under the manufacturer's warranty, an impression must be more than 1-1/2 inches. The warranty further stipulates that a metal bed frame must provide ridged center support with legs that extend to the floor, as well as support for the head, foot, and sides. According to the technician's report, the bed frame center support is missing a support leg.Since the bedding set is not being adequately supported, this voids the manufacturers warranty. Kanes Furniture offers no bedding warranty beyond what is provided by the manufacturer.
  
  Kanes Furniture advises our customer to obtain a brand-new bed frame with the necessary support. We would be happy to evaluate the mattress once more after 60 days of using the replacement bed frame.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20226423
  
  I am rejecting this response because the support  broke and  the sagging is on the sides not on the foot of the bed where it is sagging.  Noone explained that missing center support  would void the warranty and that was not in writing.  
  
  *****************************************************

  

  Business Response

  Date: 06/28/2023

  As previously stated, an inspection was conducted, and the technician verified that the mattress displays typical body impressions that are less than 1-1/2 inches in depth. An impression must be larger than 1-1/2 inches in order to be deemed defective under the manufacturer's warranty. According to the terms of sale, which are printed on the original sales receipt, "Kanes offers no bedding warranty greater than what is offered by the manufacturer."
  
  The written warranty card is attached to the bedding by the manufacturer at the time of production. The warranty can also be viewed online at Serta.com. Because the 1-1/2-inch body depression is not considered defective and the bedding set is not being properly supported, there is nothing further that can be done at this time.Again, Kanes Furniture advises our customer to obtain a brand-new bed frame with the necessary support. We would be happy to evaluate the mattress once more after 60 days of using the replacement bed frame.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20226423
  
  I am rejecting this response because we have a replacement bed frame and I want to be certain that they will live up to their report of reevaluation after 60 days.  

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

  

  Business Response

  Date: 06/30/2023

  Yes, Kane's Furniture would be happy to evaluate the mattress once more after 60 days of using the replacement bed frame. A representative from our company will contact our customer on or near August 29, 2023, to schedule the appointment if one is still needed at that time. 

• Initial Complaint

  Date:06/02/2023

  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.

  Lack of stock in warehouse. Lied to by the manager on our phone conversation of the delivery agreement of the return and the delivery of the new purchase. Also, lied to by the salesman of when the new furniture would be in stock.

  

  Business Response

  Date: 06/02/2023

  According to our records, on April 20, 2023, the customer purchased and picked up a power lift recliner from our distribution center. We are disappointed to hear that she felt limited in choosing a recliner due to stock availability. Our distribution center receives and ships merchandise consistently. Kanes Furniture LLC operates 17 stores around the ****************, and our inventory does fluctuate.
  
  After a brief period of use in the home, our customer informed our offices that the recliner was unsuitable for sitting or sleeping in because it was too small, too firm, and uncomfortable. Since we do not sell on approval, Kane's Furniture LLC does not have a return policy for things that are delivered or received in excellent condition. A 20% restocking fee is applied to returned goods. ****** consented to accept the return of the recliner and forego the 20% restocking fee as a show of goodwill. We also agreed that our customer keep the original recliner in the home until the replacement arrived.  
  
  Our customer made their new recliner selection on April 28, 2023. The item was on backorder with the manufacturer. An estimated arrival date was communicated. Unfortunately, these dates are subject to change for reasons beyond our control. On May 24,2023, the back order arrived in our distribution center from the manufacturer.Our customer was promptly contacted.
  
  In reviewing our customers grievance we apologize for any misunderstanding regarding the delivery fee. Since the recliner was originally picked up by our customer, it would need to be returned to ** in the same manner. Since this proved to be difficult, the option to deliver the new recliner and pick up the old one was made available. The cost of white glove delivery is $69.99 for only recliners, which is what our customer was charged.
  
  The replacement recliner was successfully delivered, and the old one was removed. Once more, we apologize for any dissatisfaction and appreciate the feedback.

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20130411
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* & ***************************

  Customer Answer

  Date: 06/05/2023

  I reject this as; it basically is saying exactly what my complaint said.
   I was told on the phone by the manager ****** after my email to corporate, that I could keep the recliner until a new one came in and then it would be picked up when delivering the newer one.  Nothing was said about delivery fees until we went to the store to pick one out.  The inconvenience and lack of compassion for a disabled 81 year-old man with one leg who needed a chair that very day to sleep in, defiantly shows the lack of care this company has for their customers. Plus the other 259 BBB complaints show it as well.  All over $69.99. 

  

  Business Response

  Date: 06/09/2023

  We are disappointed to hear that our customer found our offered assistance to be indifferent and substandard. In an act of goodwill, Kanes Furniture LLC made it possible for our customer to utilize the original recliner while waiting for the replacement to arrive. Ensuring that our customer had a recliner to use during this period.Additionally, the 20% restocking fee was waived.
  
  As previously communicated,the recliner was originally picked up by our customer and would need to be returned to ** in the same manner. As reflected on the sales receipt dated April 28, 2023, the day the new recliner was purchased, our customer chose pickup as a means of receiving the replacement. The backordered recliner arrived and was available for pickup by our customer on May 25, 2023. We were informed at this time that pickup and return would be difficult for them. That same day, our customer paid the $69.99 white glove recliner delivery fee, and a delivery date was scheduled.
  
  The replacement recliner was successfully delivered, and the old one was removed. No further concessions will be extended. We believe this matter has been addressed.

• Initial Complaint

  Date:05/24/2023

  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.

  We bought a set from **** furniture that was supposed to be grey. It came in brown. I told the delivery guy that it looks brown and I didn't sigh for it.The next day they called about the delivery I said it was fine.Since then I have talked to several people in the store about the color.I got respond except that it doesn't come in brown and that's grey.I finally got someone to help me and they sent someone out a week later.He told me I will here something in a week.Of course I didn't so I call them.After talking to 9 different people and several emails I finally received a call today.They want me to pay a restocking fee, delivery fee and it would cost me almost ****** to exchange color.I also bought the protection for the material. Never once did they tell me I had to do it myself. As you can see in the photo it is clearly not grey.

  

  Business Response

  Date: 05/26/2023

  We are sorry to hear that our customer is dissatisfied with the three-piece pub set that was ordered online with our company.
  
  Kanes goal is to provide complete, accurate, up-to-date information on our Web site. While we have tried to accurately display the colors of products, the actual colors will depend on the monitor or mobile device and may not be accurate. As a result, we do not guarantee the accuracy or completeness of any information on the Site, including prices, product images, specifications, and/or availability. This information can be viewed under the Terms & Conditions on our Web site.
  
  According to our records, the pub set delivered on April 1,2023, was successfully received and signed for (please see the attached). An hour after the delivery, our representative called to follow up. There is no record of any color-related issues being brought to our attention. On May 10,2023, a little more than a month later, our customer called our offices to report that the three-piece pub set appeared to be brown rather than grey in color. Upon inspection, a service technician confirmed that it has been made in compliance with manufacture specifications. Kane's Furniture LLC does not have a return policy for items that are delivered in good condition because we do not sell on approval. In an effort to assist, the option to return the furniture with a restocking fee has been made available. Although our customer turned down the offer when it was made, it is still good through May 31, 2023.