Complaints

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:01/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a ******** recliner (************** Recliner) approximately 1 month ago and it clearly has an issue, or is VERY poor quality. For the amount paid it is completely unacceptable. I reported the issue to customer service at **********************'s, who had two technicians come to my home. Neither of them would listen to a word I said to them as I had already spent a great deal of time trying to figure out what was wrong. They didn't even have a flashlight and used their cell phones for light. Neither would sit in the chair so they could actually "feel" the problem. I was told "it's gonna be loose because of the mech". Seriously? I can only assume what he meant. I was then told to "call back should I hear grinding." I have never been treated as condescendingly as I was that day. I would have never spent the amount of money I did had I known about the poor quality of the furniture and service. I was completely mislead by Koerner's about the quality of their product and the after-sale service they provide.

  Business Response

  Date: 01/18/2024

  Hello

   

  The customer was taken care of, there was nothing wrong with his recliner.  We took a video of the chairs on our showroom floor doing the same thing he was complaining about.

  It is how ******** makes the recliner.  He was ok, when my service guy left. 

  thanks

  *** Koerner

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21109415
  
  I am rejecting this response because: The recliner does have an issue regardless of what "his guy" said. I put a scope into the area in question and it absolutely has excessive play. Just because Koerner's does not wish to back the products they sell does not indicate the product's quality is absolutely not inline with the price they sell it for. I was told, by Koerner's staff, that these were the highest quality chairs you can buy. Trusting a sales person is not out of line in a store based solely on commission sales. A big box store, sure, as there is no one making empty promises. I've recently looked at other manufacturer chairs costing a 1/4 of the price and quality far exceeds the product sold by Koerner's. Even worse, is the way I was treated when a follow-** call was made in response to my BBB complaint. Never have I ever had such a terrible experience with a retailer.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/26/2024

  We refunded his money to him.

  Customer Answer

  Date: 01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************