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

  5045 N Washington Blvd Sarasota, FL 34234-4128

  
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  Kane's Furniture

  5902 US Highway 19 New Port Richey, FL 34652-2939

  
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  Kanes Furniture

  5112 E Colonial Dr Orlando, FL 32803-4384

  
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  Kanes Furniture

  3401 W New Haven Ave Melbourne, FL 32904-3500

  

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:09/16/2022

  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.

  On the 22nd October 2020, I purchased a ***************** Chair with ******** in Taupe, the salesman *********************** also convinced me to purchase the *************** 5 year Warrinty, look he said for only $60, you are covered against any problems, such a small price to pay for piece of mind Now that is not true as I found out, last week making a claim, the headrest had a small stain, caused by blood from the back of my head, I missed this off the claim, but they had already sent me a denial letter, but before I received it, I contacted Guid at *************** by email asking him to include the cause and I resubmitted the page with the cause.Guid emailed me to say claim denied case closed, and unless I paid for the repair myself and sent receipt and picture, no future claims would be considered, no the $60 so called Warrinty is not worth the paper it is written on Doing a web search, hundreds of complaints, from people all saying, it is a scam Kanes know all about and refuse to stop selling it, and provide good customer service I want ********************** to send a Tech to repair the stain, and honor the warrinty they sold, or refund me $60 *********************** Kanes Order 1022011AC68

  

  Business Response

  Date: 09/19/2022

  We acknowledge our customers comments regarding his denied UV3 Limited Leather Warranty claim administrated with the *************** company. Kanes Furniture has reviewed and validated that our customer filed a claim with the UV3 company. The purchased Limited Leather Protection Warranty covers 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)
  
  According to the submitted documents and pictures submitted by ************** to UV3. He reported that the color was gone from the headrest area of the swivel chair purchased with Kanes Furniture October 2020. Regrettably, his claim was denied as the reported damage is not covered under the Limited Leather Protection Warranty terms. In the effort to resolve this matter *************** has agreed to refund our customer the purchase price of the warranty.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18036268
  
  I am rejecting this response because:, my Leather Tech stated, blood and oils from the hair, lifts the dye from the headrest, $150 to restore, this should be covered and approved, ***************, deny 90% of claims, so what is a warranty for, other than a piece of worthless paper, many complaints on line in ******* regarding this, so Kanes should not sell it, they should send a tech to restore my chair or give me a refund $59.99 for the warranty, plus $90.00, so I can get my Leather Tech to Restore it.

  This chair is not yet 2 years old, and apart from the headrest, looks and is brand new, Note I am not asking Kanes to replace the chair, just Restore the Headrest

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

  

  Business Response

  Date: 09/23/2022

  We are sorry to hear that our customer is unsatisfied with the good faith offer extended by the *************** company. In our customer's written claim filed with ***************, the reported damage was for missing color on the headrest of a swivel chair. It was also reported that there were no attempts to clean the area. In reviewing the photograph submitted to UV3 the headrest displays damaged leather caused by an accumulation of hair & body oils. Leather must be routinely cleaned & conditioned to remove normal soiling, dust, and hair/body oils. As previously communicated the reported damage is not covered under the UV3/Masterguard Limited Leather Protection warranty terms. As a gesture of goodwill *************** has agreed to refund only the purchase price of the warranty.
  
  Kanes Furniture acknowledges that our customer is requesting further assistance regarding this matter. We would be pleased to obtain & provide him with a replacement part price or contact information for a 3rd party leather repair specialist who may be able to further assist. Regrettably, this damage is not covered under the one-year manufacturer warranty that expired in October 2021. 

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18036268
  
  I am rejecting this response because: I did state the problem was caused by blood from the back of the head, this chair was cleaned every 2 months with uv3 cleaner, the rest of the chair is brand new, see pictures, *************** deny all claims and Kanes is aware off this and should not be selling it, to resolve this Kanes should pay me $75 goodwill, that is 50% of the repair cost

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

• Initial Complaint

  Date:09/12/2022

  Type:Delivery 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.

  The company hounds clients like vultures, but will not respond or do their job once something is actually purchased. I ordered furniture earlier this year and paid their one time $169 delivery fee. I had remaining back ordered items so my order was still open. I swapped out the 4 month old backorder items for something in stock and they are trying to charge me the $169 delivery fee again and will not refund it. They clearly state that it is a one time fee and as many deliveries as necessary fall under that one time charge. I need to be refunded $169. The BBB needs to be aware of the absolutely horrible work Kanes Furniture in ******, ** does. Terrible employees. Terrible customer service. Horrific customer experience trying to work with them.

  Customer Answer

  Date: 09/12/2022

   
  Better Business Bureau:
  
  Please cancel complaint id ********.  After many calls yesterday, I was able to get the store to refund me the delivery fee as I had filed the complaint about..
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:09/12/2022

  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 bought table and chairs set 3 days prior to their 20% off sale ,the office **** and sales person ****** said I should buy it on the spot because of availability and they honor the 20% weekend discount . It would be credited to my credit card in 10 days .. when I didn't get it they said they canceled the sale. I wouldn't of bought it for full price. I've been contacted by customer service and they said they would investigate and contact me, that was 3 weeks ago. I've been ripped off by their deceptive practices

  

  Business Response

  Date: 09/15/2022

  We have reviewed our customers comments and would like to extend our most sincere apologies. Kanes Furniture prides itself on providing excellent customer service. We are sincerely sorry that our level of service fell short and did not meet this expectation. 
  Management has spoken with our customer and apologized for the error. A refund for $184.04 has been submitted to our customers financial institution. We are sincerely sorry for any dissatisfaction this matter may have caused.

• Initial Complaint

  Date:09/09/2022

  Type:Customer Service 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 several items from **** for our new house some which are still back ordered and haven't been delivered. One of the items is a mattress from Tempurpedic. We loved the mattress we tried at the store however the mattress we received is nothing like it and It is the most uncomfortable mattress we've ever had. It isn't adjusting to us at all after almost 60 days of using it. Something is definitely defective with it. We contacted ********** who advised their return/exchange policy is 30 days however **** stated their store's policy is 60 days and only for exchange and store credit for any remaining balance if we select a cheaper mattress. At this point I don't want store credit, i will never purchase anything from them again. I would like at least an exchange and any additional money to be returned to me but we would prefer to return the mattress and get fully refunded to be able to make a purchase elsewhere where we would get better treatment. We contacted customer service who has been very rude and has disconnected our calls. We've called to speak to managers several times to only be told we would receive a call back and we don't get a call back. We've gone to the store to personally speak to a manager and they tell us they're busy in meetings. Someone at the store advised us to contact corporate and speak to them and we have now left two messages and no one has reached back. I'm at a loss. I have personally not had a full night sleep since we purchased this mattress and we need help getting a solution and to deal with the horrible customer service we have received. Our account is under my fianc?es name *************************. Phone number ************.

  

  Business Response

  Date: 09/19/2022

  We have reviewed our customers grievance regarding the dissatisfaction with the comfort of the king size mattress purchased with our company May 2022. We are sincerely sorry to hear that a problem is being experienced.
  
  A service technician performed an inspection of the mattress and confirmed no defects are present. Nevertheless, the mattress is eligible for a onetime mattress exchange of equal or greater value under our 60 day Bedding Comfort ********************* has communicated with our customer that they have been authorized to return the mattress to select another of equal or greater value under the terms of the 60 day Bedding Comfort Guarantee. Again, we are sorry for any dissatisfaction this matter may have caused. 

• Initial Complaint

  Date:08/30/2022

  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.

  After waiting almost 6 months to receive our power dual leather recliner - we started having issues With one side not working. We purchased the extended warranty and called the company on Dec 2021 to come fix it. The warranty company came out, and said they couldn't fix it and they would replace the part. 3/20 entire unit being replaced 4/5 ****** sending entire new couch - Riverlieno- mgr - will be here by end of april 4/15. Now says end of May 4/15 ****** - ************ can refund if cst Svc writes in notes entire couch being replaced 4/15 ********** asking riverlino 4/20 left message riverlino 4/26 **** ext left message 4/27 ******* 4/27 Qu called ordering both sides Rivea 5/13. Delivered wrong piece. Tamkw calling River to call me. I asked for a refund - told me they had a piece in and to call Monday 5/16 told nothing til July. Transferring me to the store - the store did nothing 7/ 15 now not coming until October it's been a cadence of BS. Nothing is getting done. No one cares. I just want my money back And this piece of junk taken out of my house. I've never seen such terrible customer service in my life. My husband has a bad back and hasn't been able to use his recliner for almost a year. I hope you can help us. Thank you so much in advance

  

  Business Response

  Date: 09/14/2022

  We have reviewed our customers comments and would like to extend our most sincere apologies. Kanes Furniture prides itself on providing excellent customer service. We are sincerely sorry that our level of service fell short and did not meet this expectation. Management has reached out to our customer to further discuss. At present we are waiting a return call. 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17907756
  
  I am rejecting this response because:
  They have not gotten back with me on any solution as of yet

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

  

  Business Response

  Date: 09/14/2022

  Management has spoken with our customer and the two parties have come to an agreement. It is our understanding that our customer is now satisfied. 

• Initial Complaint

  Date:08/23/2022

  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.

  False information in order to make a sale.Zero follow up, constant runaround, chasing down information.They required full payment up front of over $2K on 5/2/22 and it is not 8/22/22 and I still do not have the promised product. They sent me the chairs and no table, I have to chase them constantly repeated calls to get any information, every time they push the date further, yet they are sitting with my money. I have no table to eat at. The salesman assured me I would have my table no later than early July, then end, then August 1, and then mid-September. On top of that, other companies are now selling the same set for hundreds less than I paid in FULL for a set I do not have. On Saturday I called to complain and they said they will come pick up the chairs, but because I refuse to wait they are clearly deducting a delivery fee from what they claim they will refund me!! This company has had thousands of dollars of my money for almost 4 months, they should be paying ME interest. They are unethical, and they use misleading tactics to get the sale and make you pay in full. This is unacceptable. I have several texts and responses (that is how salesman ****** wanted to correspond with promised dates - PS - ****** left the company)

  

  Business Response

  Date: 08/30/2022

  We acknowledge our customers complaint and would like to extend our most sincere apologies. At the time of purchase the selected dining room set was on back order. 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 back order dates are subject to change.
  
  At our customers request the dining chairs that were already delivered have been returned. Additionally, the back ordered dining table has been voided. A refund for the full purchase amount has been transmitted back to the appropriate financial institution. Lastly, we would like to communicate that Kane's Furniture does provide our consumers the option to leave a deposit at the time of purchase. We are sincerely sorry for any dissatisfaction our customer may have experienced.
  

• Initial Complaint

  Date:08/16/2022

  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.

  To say the least this company is a non-accountable, non-followup, sham of a business. Instead of being reputable and standing behind their service, they disappear when there's an issue. Namely our delivery. Rude. Inconsiderate. And unaccountable. Zero followup. Don't waste your money here if you want a pleasant experience. Instead they just want your money on overpriced furniture. Never dealt with so many people who pass the buck. Disgusted.Our delivery was a disaster other than the product being in tact. Cost us business and time and money. Zero reply or any type of resolution

  

  Business Response

  Date: 08/22/2022

  We have reviewed our customers comments and would like to extend our most sincere apologies. Kane's Furniture prides itself on providing excellent customer service. We are sincerely sorry that our level of service fell short and did not meet this expectation.
  
  Management has contacted our customer directly to further discuss this matter. The issues discussed have been addressed internally and will be used to improve our training process. It is our understanding ************** is now satisfied.
  

• Initial Complaint

  Date:08/05/2022

  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 visited the store in late May. We were told some of our order would arrive in mid July, and the final shipment the first of August. The sales rep explained to us if we spent a little more we would be in a higher discount bracket %20 and would also get $400 off the purchase we did do this. On July 22 I suggested to my wife to call the store and get a date as we still had not received any of our delayed shipment. They informed her it would be at least another 2 months before we would be getting out items. At this point we attempted to find a new item. (Dining Chairs and an entire outdoor set.) There were only a few chairs in stock, nothing we liked and no outdoor furniture available. Not even partial sets. Also no one offered to assist us. I had to ask for the manager 3 times before the unfriendly young lady at the counter finally paged her. They then attempted to offer us a refund of the items at $700 less than we paid. I refused of course, then the manager stated she could not determine my refund, it would have to go to accounting and they would call the following day. She stated she would also try to provide us the floor model so we would not have to process a refund. The following day I did NOT receive a call as was told, so I called the store and was hung up on 3 times. Had to call the main store number to get a person on the phone, asked for a manager explained the situation and then was told my order was cancelled and I would be getting a refund at $400 less than we paid. I refused and she attempted to explain the refund but could not. I asked for another manager. This manager could not calculate the numbers either and again stated someone would call me the following day to assist. As of today, 2 weeks later I have not been contacted. No one even at the management level can figure out a good way to fool me. They try to explain it in random ways to make it sound legit. The service lady even said I would have to pay the %20 increase on the Taxes and Delivery.

  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/10) */
  We acknowledge our customers comments and would like to extend our most sincere apologies. Regrettably, back order dates are continuously being extended by the manufacturers. These delays are largely related to the interruptions in the production and shipping of goods that have been prevalent since the onset of the pandemic.
  
  Management has apologized for the delay and our inability to deliver the back ordered side chairs & outdoor group in the original timeframe estimated. Our customer has requested for these items to be cancelled. Due to this cancellation the order no longer qualifies for the discounts originally applied at the time of sale. Nevertheless, the furniture items that have already been delivered now qualify for a 10% discount instead of 20% . The pricing has been adjusted accordingly.
  
  Break Down:
  2pc Sectional Retail $1499.99.
  Dining Table Retail $899.99
  Sub Total: $2399.98 Purchase amount meets 10% off tier ($1000-$2999.99)
  Less 10% $240.00
  Totals: $2159.98
  Plus 7% Tax $151.20
  Delivery $169.99
  Grand Total $2481.17
  Less Payments Made $4193.17
  Refund Owed $1712.00
  
  At our customers request the anticipated refund has been left on account for him to select something else. A credit card refund can be processed at our customers request. Again, we are sincerely sorry for any dissatisfaction this may have caused.
  
  
  Consumer Response /* (3000, 7, 2022/08/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Now I have seen the numbers on how they feel it should look, it makes more sense. Here is how they are taking advantage of people.
  The couch we purchased was priced at 1399.99 not 1499.99 and the table was priced at 809.99 not 899.99. We visited the store on Memorial weekend and most everything was on sale. The prices above are what we would have paid as a everyday purchase. Because we spent over $2000 we received another 10% off our purchase. And at the time we were over $4000 which would have totaled %20 off. This was not off retail but off "price as marked" it was %20 off our purchase. Now that the store canceled our order they are stating the furniture prices at full MSRP and not at the discounted Memorial day price. As it stands it should look like this.
  2pc Sectional 1399.99
  Dining Table 809.99
  Sub Total 2209.99 Purchase meets %10 off tier
  Less %10 220.99
  Totals 1989.00
  +%7 tax 139.23
  Delivery 169.99
  Grand Total 2298.21
  Payment Made 4193.17
  Refund SHOULD be 1894.96
  
  As you can see because they have the money they can do as they please. I did not ask to cancel the order in the first place, they made this decision on their own. And now through this compliant I find out they have not processed my refund but only gave me store credit. I WILL NOT be shopping in the store. I would like my refund of the 1894.96. Not in store credit.
  
  
  Business Response /* (4000, 9, 2022/08/17) */
  Respectfully, we do not agree with our customers pricing breakdown. His stated price for the 2pc sectional & dining table reflects pricing that has been discounted and is not regular retail pricing.
  In addition, his summary reflects an additional 10% off discount. This is not accurate as sale pricing cannot be combined with any other discount. Mr. ****** made his initial purchase with our company on May 28, 2022 during our advertised Memorial Day Sale which was:
  
  20% off entire purchase of $3,999.99 or more, and 10% off entire purchase from $2,000.00 up to $3,999.98 of regular retail priced items. All offers exclude special order, warranties, already reduced prices, sale merchandise, red-tag, as-is clearance, prior purchases, and TempurPedic mattress sets. Must take delivery within 21 days. Based on regular in-stock items. Discount taken off regular priced furniture items before taxes, delivery and extended warranties. Cannot be combined with any other discount.
  
  As previously communicated due to his cancellation of the back ordered items the order no longer qualifies for the discounts originally applied at the time of sale. Nevertheless, the furniture items that have already been delivered now qualify for a 10% discount instead of 20% . The pricing has been adjusted accordingly and a refund for $1712.00 has been processed. We believe this matter has been addressed and no further refunds are owed.
  
  Break Down:
  2pc Sectional Retail $1499.99.
  Dining Table Retail $899.99
  Sub Total: $2399.98 Purchase amount meets 10% off tier ($1000-$2999.99)
  Less 10% $240.00
  Totals: $2159.98
  Plus 7% Tax $151.20
  Delivery $169.99
  Grand Total $2481.17
  Less Payments Made $4193.17
  Refund Owed $1712.00
  
  
  Consumer Response /* (3000, 11, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Kanes is clearly lying about the price of the items. They attempt to be misleading by saying regular Retail.. The couch was priced at 1399.99 on the floor and the table was 809.99. That is regardless of and "extra" discount. And I will mention again, we are 3 months past purchase date. And they did not bother to inform us of the 2 month longer delay. Also please don't forget the store canceled my order not us. I assure you Kanes has lost more than one customer over these games. Eventually they will be closed and pretend they don't know why people have turned against them.

• Initial Complaint

  Date:08/03/2022

  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.

  Purchased a set of furniture mid 2019, recliners and side tables plus a extended warranty that covers accidentals specially. I had an accident where the sectionals got a small rip, contacted Kane's and they were of no help. Contacted the company that services the warranty and they denied my claim saying that it is not an accidental. Kane's sells a warranty that they know is a scam, a well put together sham to purposely deceive customers. Stay away
  

  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/04) */
  We acknowledge our customers comments regarding his denied UV3 "Limited Leather Warranty" claim administrated with the UV3/Masterguard company. Kane's Furniture has reviewed and validated that our customer filed a claim with the UV3 company. The purchased "Limited Leather Protection Warranty" covers accidental rips, tears, and burns. As stated in the warranty terms accidental is defined as a onetime occurrence.
  
  The "Limited Leather Protection Warranty" covers the following:
  
  1. Any stains caused by food or beverage
  2. Human blood, and Human urine
  3. Ballpoint Pen Ink
  4. Lipstick
  5. Accidental Rips, Tears, and Burns (accidental: meaning a onetime occurrence)
  
  According to the documents submitted and pictures provided by Mr. ******** to UV3. He reported and photographed multiple rips to the outer back panels of both the sofa & loveseat purchased with Kane's Furniture May 2019. Regrettably, his claim was denied as the reported damage is not covered under the "Limited Leather Protection Warranty" terms. As a gesture of goodwill UV3 offered to refund Mr. ******** the unused portion of the warranty which, he declined.
  
  
  Consumer Response /* (3000, 7, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The incident occurred on a one time occasion and was the result of an accident. I denied their return for a partial refund due to the unacceptable fact that Kanes should not be endorsing this sham of a company for their own selfish profit knowing claims are not satisfied and there have been multiple other consumer complaints regarding the same.
  
  
  Business Response /* (4000, 9, 2022/08/11) */
  We are sorry to hear that our customer is unsatisfied with the good faith offer extended by the UV3/Masterguard company. As previously communicated the reported damage to the warranty company is not covered under the "Limited Leather Protection" warranty terms. We believe this matter has been addressed.

• Initial Complaint

  Date:07/29/2022

  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 dinning room set on 1/30/22 for $2,029.71. We were advised it might take a few months for delivery, and we said that was fine. After several months of following up, we were advised in May that it won't be in until maybe September. This was the third time the delivery date was pushed back. We were advised in May that we could cancel the order and we decided we would cancel it. On 5/21, we officially cancelled the order and were advised a refund would be processed. I had not received my refund so I followed up on 6/2 and was advised by Nicole that she needed to get with a manager and would return my call that day. On 6/3, I followed up with Niclole and she advised I needed to call corporate. On 6/6, I received a refund in the amount of $1,740.88 which was $288.83 less than I paid for it. I then followed up to inquire on the shortage and spoke with Cynthia on 6/10 who advised she would check with someone and get back to me. I did not hear back so I called and spoke with Cynthia again on 6/30 and she advised a manager would call me that day. I did get a call from Riva the next day and was advised it would be looked into. I then called again on 7/8 and spoke with Michelle G. who asked me to email her my invoice. I emailed the invoice the same day and she advised she would refund the $288.83. Having not received the refund, I followed up on 7/12 via email, 7/15 left a voice message, 7/22 left a voice message, 7/25 sent email and 7/28 left a voice message. I have not had a call back and am still waiting for my $288.83

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/04) */
  We acknowledge our customers grievance and would like to extend our most sincere apologies. Kane's Furniture prides itself on providing excellent customer service. We are sincerely sorry that our level of service fell short and did not meet this expectation. A review of the pricing for the items purchased and delivered has been conducted. Based on this review an overpayment has been discovered and is owed to our customer.
  
  The 5pc living room package after the 20% discount should be $3559.99 plus tax and our customer paid $3710.54 plus tax. A refund in the amount of $150.55 plus tax has been processed. A detailed reconciliation can be be provided at our customers request.
  
  
  Consumer Response /* (3000, 7, 2022/08/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First, thank you for rectifying the issue on the purchase of our living room set. However, as stated in the complaint, this issue is in regards to the cancelled dining room set. Please refer to invoice XXXXXXXWN28. This order was cancelled and I paid $2029.71 but only received a refund of $1740.88. I am still looking for the remaining $288.83. Thank you.
  
  
  Business Response /* (4000, 9, 2022/08/15) */
  As previously communicated a review was completed of the entire purchase/cancellation history. The discovered monies owed was refunded to the appropriate financial institution on 08/04/2022. Respectfully, no further refunds are owed. In the hopes of providing further clarification regarding this matter a purchase reconciliation has been prepared and mailed to our customer.