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:11/07/2022

  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 a living room set from Kanes early this year. The love set foot rest broke in July.They sent a repair man who rescheduled several times but finally came and just took pictures and told us 1-3 weeks before we could get the part to repair. After many many phone calls they keep changing the date of when it will be here and now they are saying late December or January but if its January we will be out of warranty. I need a functioning couch.

  

  Business Response

  Date: 11/11/2022

  We have reviewed our customers comments regarding the furniture purchased with our company. 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 is to be free from defects in workmanship, under normal use and conditions for a period of one year from the date of delivery.
  
  Our records reflect that our customer picked up the ******************** on March 05, 2022. A little over 5 months later it was reported to our offices that the loveseat had an issue with the reclining footrest, and it was making a noise. A service technician performed an inspection and confirmed that the left side facing mechanism is bent. The replacement part was ordered and has been shipped from the from the manufacturer who is located overseas. Once the part arrives at our Distribution Center our customer will be contacted promptly to schedule installation. 

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18360084
  
  I am rejecting this response because: Even if their timeline is correct and my couch has been broken since August. We were told that it would be resolved within 1-3 weeks.

  Then we were told it could be up to 6 weeks that would put us by their notice in middle of October.

  Then we called and they said they would call us back within 3 days to give us an update that the part could be repaired right away and/or they would replace it. 

  We never received that call (or any call from them through this entire process) and when we called back it is to be by end of December or early January and that they have no other couches of this model in stock anywhere in ***************.

  I have asked for a replacement of a product that is equal to or less than the amount we spent on this set as it has been broken more than half of the time I have owned it (and we paid in full for the couch)

  I need a resolve of it fixed or replaced before the Holiday next week please

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

  

  Business Response

  Date: 11/21/2022

  As previously communicated the replacement part was in route from the manufacturer to our Distribution Center. The part arrived and has been installed. It is our understanding that our customer is now satisfied.  
  

• Initial Complaint

  Date:10/31/2022

  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 May 25, 2022 I purchased a ***************** set with headboard, footboard, rails, dresser, mirror and 2 nightstands. I paid cash for the order. I was told the items would be delivered some time in August. The headboard, footboard, rails, dresser and mirror where delivered. I was then told that the night stands would be delivered on Sept 16th Sept 16th came and went and no contact from Kanes. I proceeded to call Kanes and ask about backorder. I was told they would come sometime in mid-October. At that time I went on Amazon purchased the same product (for less money) and had it delivered within 2 weeks. PLEASE NOTE ******* THAT TIME WE HAD A CAT 4 HURRICANE and Amazon STILL managed to deliver the product on time! Please note that as of today (October 28th Amazon still has this same EXACT piece of furniture in stock and ready to ship for $100 per night stand cheaper than Kanes. Perhaps Kanes should order their furniture from Amazon. Because also, as of today (October 28th) Kanes website states that the product will NOT be available until AFTER January 2023. After purchasing nightstands from Amazon I went to Kanes to get a refund. **** then proceeds to tell me that I received some type of discount and that I would NOT be refunded the amount I paid for the night stands. It is NOT my fault that Kanes can not seem to deliver their product and I should not have to be out well over $200 because Kanes simply cant deliver a product within 6 months of purchase. After waiting over 2 weeks I did receive a ck# ****** in the amount of $577.79.I am requesting the ENTIRE AMOUNT THAT I PAID FOR THE 2 NIGHTSTANDS be refunded. The discount that I received should not matter or be reflected on my end, that is Kanes issue with the manufacture who can not deliver a product. If I paid $359.99 per night stand X 2 nightstands then that is what should be returned to me (plus tax). Why am I the CUSTOMER being penalized to the amount of almost $200 for someth

  

  Business Response

  Date: 11/03/2022

  We acknowledge our customer's comments and would like to extend our most sincere apologies. Backorder arrival dates are subject to change due to delays in manufacturing and shipping of goods. Regrettably, these postponements continue to impact all retailers and are not unique to just Kanes Furniture.
  
  Our customer purchased a 5pc bedroom group and 2 nightstands in May 2022. The estimated arrival date into our facility that was communicated and noted on the sales receipt was mid-September. The 5pc bedroom shipment arrived earlier than estimated and was delivered to our customer in July ************, the nightstands remained on backorder. Unfortunately, the anticipated shipment was extended by the manufacturer for reasons beyond our control.
  
  ***************** decided that she no longer wanted to wait and requested for the nightstands to be canceled for a refund. Due to this cancellation, the order no longer qualifies for the 10% discount originally applied at the time of sale. The pricing has been adjusted accordingly and a refund for $577.79 has been processed. We believe this matter has been addressed and no further refunds are owed.
  
  Break Down:
  5pc Queen ******* ***** Retail $1799.99  
  (Headboard, Footboard,Rails, Dresser, Mirror)
  
  Sub Total: $1799.99 Purchase no longer meets 10% off tier ($2000-$3999.99)
  7% Tax $125.99
  Delivery $169.99
  Grand Total $2095.97
  Less Payments Made $2673.76
  Customer Refunded $577.79
  
  

• Initial Complaint

  Date:10/26/2022

  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.

  I purchased a powered recliner from Kane's furniture from clearance less that 2 weeks ago, I was attracted to price reduction, nice beige soft leather recliner, tested at store no issues, no indication why furniture was reduced, no indication of damaged back nor mechanism damaged. Recliner was delivered to my home it was damaged, back of recliner dropped all the way to floor mechanism of back not working, no way to recline back up to a sitting position. I am very disappointed I feel misled. I called ****** a Technician was scheduled, then cancelled because they're staying recliner was on clearance and as is, I am not paying for a broken piece of furniture that I cannot use. They can come pick up and credit back to my ****** account. I am not paying for damaged furniture

  

  Business Response

  Date: 11/01/2022

  We acknowledge our customer's grievance and would like to extend our most sincere apologies. As our customer states she purchased the power recliner AS IS from our ******* store location on October 3, 2022. In the terms of sale, it states all merchandise as is is sold without any express or implied warranties of any type, including any implied warranties of merchantability or fitness for a particular purpose. The signed sales receipt reflects that the item was purchased AS IS. 
  
  The power recliner was delivered by a 3rd party delivery company hired by **************. Two weeks after receiving the delivery our customer reported to our office that the recliner back was wobbly. A service appointment was scheduled and later canceled as it was recognized to have been purchased AS IS.
  
  A second service appointment was scheduled, and the service technician confirmed that the wooden backrest support was broken. As a onetime courtesy a replacement backrest was installed on November 1, 2022.  It is our understanding that ************** is now satisfied.
  

  Customer Answer

  Date: 11/02/2022

   
  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:10/24/2022

  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 placed my order in September. My order number is 0905200TN23. It is currently November and my order still has not been delivered. Every month the delivery time has changed. It started with the item being available in October, currently now I am being told its going to be available in February. Why when it was available in October I was not scheduled. I have been waiting patiently but not any longer. Please schedule my delivery or refund my money.

  

  Business Response

  Date: 10/25/2022

  Kanes Furniture prides itself on providing excellent customer service. We are sincerely sorry for any misunderstanding related to back ordered stock availability. At the time of purchase the selected bedroom set was placed on back order. The estimated arrival date into our facility was communicated and reflected on the sales receipt as being late October. Regrettably, the shipment has been slightly delayed for reasons beyond our control.

  The shipment is now estimated to arrive at our facility early November, not ********* ********** has spoken with our customer and apologized for this delay. Our customer has decided to continue to wait and will be promptly contacted upon its arrival. Should our customer decide that he no longer wants to wait he does have the option to cancel for a refund. Again, we are sincerely sorry for any dissatisfaction this matter may have caused. 

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18297812
  
  If my order is not delivered on November 15 and is delayed till February will I be able to get a discount on both my orders since I have been waiting till February.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/27/2022

  The anticipated back-ordered shipment has arrived at our facility. Our customer has been contacted and delivery to his home is scheduled for 11/12/2022. It is our understanding that ************** is now satisfied. 

• Initial Complaint

  Date:10/24/2022

  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.

  DO NOT BUY FROM THEM! These guys are like vultures, misrepresenting the facts and tricking you into buying furniture and you can never get your money back if things dont work. I bought 2 pieces of furniture from Kanes on 16 october and scheduled delivery for 21 october. The sales guy was super nice during the sale and told me I had 48 hours to return or report damage. He even showed me the contract clause. He was in a rush to complete the sale. Little did I know they never exercise this clause. I called them 4 hours after receiving the furniture to request a return and now theyre telling me they dont have a return policy WHAT?! What company says that? In todays day and age? It is against the consumer laws and not fair to lie and trick someone to get their money. Here I am having to spend hours to explain that its well within my rights to return.. They lied to me saying I have 48hours and now bullying me not to return my money. I have not even touched these furniture, i put them back in the box. I will definitely take legal action for this misrepresentation. Unbelievable..

  

  Business Response

  Date: 10/26/2022

  We acknowledge our customer's complaint and would like to extend our most sincere apologies for any misunderstanding. Hopefully, the following will provide some clarity.

  In the highlighted sale terms forwarded by Ms. **** under provision 10 it states:
  
  Refund policy: You may receive a total refund of any monies for furnishings, only if you cancel within 48 hours of purchase. Our customer did not cancel the purchase as it was delivered to the residence on October 21, 2022. On the day of delivery Ms.**** contacted our offices requesting a refund. She stated that the furniture didn't look good in the room. In the highlighted sale terms under provision 15 it states:
  
  No merchandise is sold on approval. Returned merchandise is subject to 20% restocking charge and a minimum charge of $35.00.
  
  In the effort to provide some assistance management offered to take back the end tables for in store credit.It was our understanding that this offer of resolve was satisfactory. We have left our customer several voice messages to further discuss this matter. Regrettably, our calls have not been returned. 

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18294634
  
  I am rejecting this response because it is INACCURATE and MANIPULATIVE. Theyre not calling me to offer a solution, theyre calling to exchange the furniture. I do not want exchange, I want my money back as it was told to me. When I requested refund I said it doesnt fit in the space. They are twisting the facts. If the sales person didnt say I could return items and have 48hours I wouldve never bought it. They know this and are trying to keep the money.  I have never seen a merchant this BULLY. Unbelievably horrible customer service. Im not using your ********************, theyre in a box, and aim not letting this go. Your sales person did not even let me read the papers, he was in such a hurry to get my signature and payment. now I understand why.. You took my money by misrepresentation, thats fraud.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 10/31/2022

  As previously communicated several voice messages have been left for our customer to return our calls. ********************** would like to provide our customer with some assistance. Regrettably, our calls are not being returned.  

  Customer Answer

  Date: 10/31/2022

   
  This is not true.. Ive talked to several customer reps in the last couple weeks. I dont understand why a big furniture store like Kanes would make such false claims and statements. 
  this is very frustrating.  And disappointing.
  DO NOT BUY from this store.. it is not worth the headache and the bullying you get in return..

• Initial Complaint

  Date:10/07/2022

  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.

  Ordered my bedroom furniture in August 2021 and was told it would not be available until January 2022 and that was fine. Well after multiple phone calls and push backs, I still dont have my furniture. Was told in August and September that my furniture would be delivered in October. I need someone to actually follow through and contact me with a delivery date. I deserve that much for my patience.

  

  Business Response

  Date: 10/07/2022

  We acknowledge our customer's complaint and would like to extend our most sincere apologies. At the time of purchase, the selected bedroom set was placed on backorder with the manufacturer. Regrettably, due to ongoing supply shortages and shipping of goods that have been prevalent since the onset of the pandemic backorder dates have been subject to change. The anticipated shipment has arrived at our Distribution Center. Our customer was promptly contacted and is scheduled to receive delivery on October 13, 2022. Again, we are sincerely sorry for any dissatisfaction this matter may have caused.

• Initial Complaint

  Date:10/07/2022

  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 a living room set from Kanes with a lifetime warranty years ago. Nice, beautiful, real leather, couch. Turns out that the couch started falling apart at year 4 and its been a nuisance ever since, just gradually getting worse. Note, my wife and I are not big people. Im 62 180 lbs and my wife is 120 lbs. we did NOT destroy this. Half of one of the cushions is completely smashed down on one side to the point you can even sit on it because if you sit on it than youre sitting on a bad angle. I didnt call to have it replaced at the time since I have a lifetime warranty. Fast forward a few more years, its extremely bad now And my 2 year old hit his head on the inner side because its so far depressed that there is a giant right angle hard piece sticking out since its so sunken in. Also, all of the foam in the footrest has come completely out so there is that Regardless of the lifetime warranty that I was sold on, when I called to have it fixed they told be that it doesnt cover wear and tear, which 100% contradicts what the salesperson told us. So basically if I wouldve filed the claim at year 4 they wouldve fixed it, but now they wont, because I waited to file a claim when I was told I have a lifetime warranty. I can tell you for certain, Kanes has permanently lost me as a customer if they dont rectify this and it *****, because they were always my first go to. I am a firm believer in principles and doing the right thing no matter what and in this case Kanes didnt want to help me out given the circumstances and didnt want to help out and stand by what they sold us. It ***** that they initially earned our business with a promise that was indeed not true, but I know that Kanes doesnt offer the lifetime warranty any longer for a reason. Not my fault they offered that and sold me that. Gotta stand by your promise/word.

  

  Business Response

  Date: 10/12/2022

  We have reviewed our customers grievance regarding furniture purchased with our company in February 2013.  We are truly sorry to hear that a problem is being experienced.

  A service technician performed an inspection on the power sofa & power loveseat. According to the report, the seat cores (cushions)on both pieces have softened normally from usage. Softening is expected over time and is not considered a manufacturing defect. The sofa displays excessive wear including the footrest padding that has been pushed through and out of the mesh decking. Regrettably, the issues being experienced are not covered under Kanes Lifetime Guarantee warranty terms. However, Kanes Furniture would be pleased to obtain & provide our customer with the replacement part pricing and/or contact information for a 3rd party furniture repair specialist who may be able to further assist. 

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18177582
  
  I am rejecting this response because:

  1) Nothing is available from a replacement standpoint. I already tried that and worked with Kanes.

  2) Again, the cushions shouldnt start falling apart after 3-4 years, which is what happened here. Not surprisingly, I received the exact response I expected, which is fine. I just know that I will never purchase from Kanes again. Just got a great kitchen set from *******, but wouldve been from Kanes. Yall had me as a lifer with Kanes but pulled this c***  Integrity means something to some people. ?? 

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

  

  Business Response

  Date: 10/17/2022

  As previously communicated the issues being experienced are not covered under Kanes Lifetime Guarantee warranty terms. Kanes Furniture has confirmed with the manufacturer that replacement parts are still available. We would be pleased to provide our customer with the replacement part pricing and/or contact information for a 3rd party furniture repair specialist upon request. We believe this matter has been addressed.   

• Initial Complaint

  Date:09/23/2022

  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 a recliner from kanes furniture.they never told me i would have to go through a nother company to get it repaired.if they warned be about that i would never have bought it from them.that is a terrible thing to do to a customer.that is terrible thing to do to a customer.i paid ******* dollars for that recliner.please help me.thank you for any help

  

  Business Response

  Date: 10/04/2022

  We have reviewed our customers comments regarding his dissatisfaction with a recliner purchased with our company. We are sorry to hear that our customer is experiencing a problem.
  
  Kanes Furniture 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 manufacturer of the purchased recliner does perform warranty service on their products, not Kanes Furniture. Management has informed our customer that the manufacturer has authorized our customer to receive a replacement recliner. A delivery/return date has been scheduled for October 14,2022. It is our understanding that our customer is satisfied.

• Initial Complaint

  Date:09/23/2022

  Type:Customer Service 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.

  I purchased a sofa from Kane's furniture and was told I was covered under a 10 year Lifetime Warranty for any manufacturer defects/issues with the product. The cream color sofa cushions are completely stained from the material the manufacturer used to line the sofa (black) that has now run into the cushion material. I was initially told that this is covered under the warranty since the stains are clearly a result of the manufacturer's black fabric running onto the upholstery fabric. I now have received a call from ****** stating they will not seek any resolution or stand behind the "10 year Lifetime " warranty as it not the appropriate part of the sofa . This is completely misleading to the consumer and the company should stand behind the quality of the workmanship of their manufacturers products or seek resolution through the manufacturer for me since this is clearly a manufacturer defect in workmanship .

  

  Business Response

  Date: 10/05/2022

  We have reviewed our customers grievance regarding furniture purchased with our company in November 2016. We are truly sorry to hear that a problem is being experienced.
  
  Our customer purchased when ********************************************* offered a Lifetime Guarantee. The Kanes Lifetime Guarantee warrants only the structure of the merchandise. Incidental or consequential damages, color fastness, dye lot transfer, and wearability of any covering are specifically excluded under the warranty terms. In addition, the manufacturer of the furniture only warrants the covering for a period of one year which expired in January 2018.
  
  In the effort to assist our customer replacement part pricing has been communicated. Should our customer decide to purchase the replacement casings Kanes Furniture would be pleased to offer installation at no charge as a one-time courtesy.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18118041
  
  I am rejecting this response because:

   

  the resolution has still not been resolved. Please keep claim open . 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/17/2022

  Our customer has decided to move forward with purchasing the replacement parts. Once they arrive from the manufacturer in approximately 16 weeks our customer will be promptly contacted to schedule an installation date.  

  Customer Answer

  Date: 10/23/2022

   
  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:09/22/2022

  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 had Purchased merchandise from Kane's Furniture store beginning February and March of 2021 I spend closed ****** dollars just on merchandise with this company and Paid cash payments. I was just coming from my home town after burying my Brother who was murdered in October 10, 2020 AND THEN NINE DAYS later On October 19, 2020 shortly after burying him me and my mother was in a fatal accident where my mother died and I died twice. so I was in ********* for about 5 months. I initially bought bedroom suit with ***************************** , Queen **** bed with rails and frame, it was schedule to come at a certain time and was delayed. keep making promises that it was going to come and it didn't I end up paying delivery charges in related to the the merchandise. I end up having to go get bits and pieces of the merchandise it was deliver sometimes in November or December after waiting they didn't notify me of when it was coming. So I order I dinning room table valued at ******** with 4 chairs and I brought 3 additional chairs . So I had to wait additional 9 months which in total was 18 months to get the table. However the table was damage I begin to notify them about the table. I originally brought this table for my 40th Birthday Celebration and it didn't arrived in time for my party I was there waiting for the table. no calls I had filed complaint with the Consumer protection where they made an agreement that they were going to call when the table base came in . No called was made about this they kept trying to closed my file out. There was negations about the table bases I had to keep calling. For the last three weeks the **************** Manger ************************* stated she was going to have a check in my hand and table based nothing never materialized. I called them today cause ******** stated that they was going to deliver it Wednesday which is September 21,2022. I didn't hear from no one. I called and stated I wanted to know what's goin on .

  

  Business Response

  Date: 10/03/2022

  We have reviewed our customer's grievance regarding his dissatisfaction with the dining table purchased with our company in April 2021. According to our records, the dining table base and 6 dining chairs were picked up by our customer in May ********** months later our customer reported to our offices that he had just unboxed the table base and discovered it was cracked. This reported damage would normally not be covered under warranty after this amount of time.
  
  However, as a gesture of goodwill, a replacement dining table base was placed on backorder. Our customer was provided an estimated arrival date based on anticipated incoming furniture shipments to arrive from the manufacturer. Regrettably, due to ongoing supply shortages and shipping of goods that have been prevalent since the onset of the pandemic backorder dates are subject to change.
  
  Our customer communicated to us that he was growing weary of waiting for the replacement table base to arrive. Management offered him an alternate option of $275.00 as in-store credit to keep the damaged table base as is.  ************** accepted the offer and the back-ordered replacement was voided. Several months have passed and our customer is now requesting that we deliver him a replacement table base and refund him the table purchase price in full. Respectfully, we decline. However, in the effort to resolve this matter we have extended the options below which our customer has declined.
  
  In-store credit in the amount of $275.00 to keep the dining table as is.
  Delivery of a replacement table base and a $100 refund. 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18059479
  
  I am rejecting this response because:  they have not been very professional about this whole process i never recieved no ****** refund. Now i am not wanting store credit i am wanting  my refund i am not purchasing nothing else from this business. I want my refund in a cash payment  period.  ****** or greater  and not having to wait. The corperate office manger stated that i will recieved my money through i check and that she promise that for like three weeks. Nothing has materialized. 
  
  Sincerely,
  
  ******************************

  

  Business Response

  Date: 10/04/2022

  As previously stated the reported damage was communicated to our offices three months after our customer took ownership of the ********************. As a courtesy, a replacement dining table base was placed on backorder. Rather than waiting for the back order to arrive from the manufacturer, ************** accepted our concession of $275.00 to keep the dining table base as is for an in-store credit only.
  Under the terms of sale, it states exchanges, returns, refunds, allowances, and service shall be made at Kanes Furniture sole discretion.
  
  We are truly sorry to hear this offer of resolve is no longer agreeable with our customer. We would be pleased to deliver a replacement table base and refund him $100.00, as a gesture of goodwill. Hopefully, this will satisfy the issue raised. 

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18059479
  
  I am rejecting this response because:  no matter it was a damage product period and you all refuse to be held accountable for your poor customer service and lack of communication when their are defiect products. 

  I thought you have certain protection in place for your customers when purchasing items.  I dont want no in store credit i contacted you all about this issue on numerous occasions. Mo one reach out and its a year later with no product. I spoken with pervious manger who was working on this matter and stated he would get back to me and ******* with consumer protection. That never took place.  Its been almost two years and havent seen nothing yet. I was informed that there was new management at the local store  no one has reach out to consumer protectiom and as well as me as they agreeded. 

   

  i paid cash not financed this table but cash payments.  No client or customer should have to be nailed to the cross because of the inconsistency with your company and the promises that you make to your customers. Its not about just the sale its about respect intergity and the overall experience.  So with that being said i am not taking no damage product period you all refuse to make it right.  If not resloved then next step will be you will be taking the ncessary steps to get this matter resloved and my attorney will be getting invovled with this matter either you do the right thing and settle. Or we will let the Law settle the matter. Which i doubt you want that with your business to have that negative action out there.  And i will take this to the media for bad customer services and making false promises as you failed to deliever on your word.

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