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:10/05/2022

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because:I want actual customer service from the company who sold me an ottoman that is clearly defective. He said ****** was willing to send him the parts to fix it. I asked what parts, but then was told whatever parts I say? I have no idea how I’m supposed to order parts and fix an ottoman as I am not in the furniture business. This is not wear and tear, I owned it less than two weeks when it broke down. I expect the store to stand behind what they sold me, show a little customer service at the very least. I do not believe he even communicated with ****** on my behalf.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 10/05/2022

  The customer initially called me on 8/18/2022 stating the ottoman was sinking in on one side. I asked the customer to send me pictures and to possibly look in the zipper compartment under the ottoman to see what could have possibly been the issue. I reached out to my furniture representative, and he requested pictures of the ottoman and the damage. The customer sent over the two pictures posted here. As well as another one from the inside of the ottoman. Nothing structurally looks wrong and or broken from the inside. I passed these images along to the rep and the rep came back saying since there was no damage upon delivery of the merchandise (only after being used for weeks) that there was not really much he could do besides order the replacement foam for the ottoman. The customer did not find this response satisfactory. I again went and emailed the rep asking for another solution and he did not respond to the last email I assume because I was practically badgering him at that point for a different resolution. The customer is not happy with that yet is taking her frustrations out on the business that just sells that company's furniture, and not the furniture manufacturer that she is having the issue with. I have done everything I can do on my end. I have contacted the rep and told the customer the resolution the furniture company is willing to provide. There is nothing more I can do if the furniture company is not willing to warranty her furniture. I never once in store or advertised anywhere state my furniture is warrantied. If there is an issue upon delivery ****** always fixes the issue and gets it handled asap, but not weeks after the furniture has been delivered.  My store, Dorsett Furniture and Mattress, does not offer any type of warranty and as the furniture company mentioned to me, there is nothing they can really do if the product was not damaged upon delivery. Their limited warranty does not cover wear and tear. Her gripe is with ****** ********** Not my business. 

  Business Response

  Date: 10/12/2022

  So as previously stated, my store does not offer a warranty on furniture. The ottoman was purchased new and was delivered new and in perfect condition. I reached out to ****** to see if they would replace the ottoman at the customers request and the representative told me unless it was broken on delivery there is nothing they can really do. He said he was willing to send her over some parts but that was all he was really willing to do, and that is something he normally does not do but was willing to do for this customer. That was not what the customer wanted though, she wanted a full replacement which my business nor ****** Furniture offer unless something was received damaged. Which it was not. The ottoman was delivered brand new and in plastic and in perfect condition. There was no complaint about the ottoman until weeks later and myself as well as ****** Furniture have no way to know what happened with that ottoman in the customers home in those few weeks it was there. I do not offer a warranty, and ****** said they will not replace something that was not damaged upon delivery. ******'s warranty does not cover wear and tear which they have made clear they think that is the case here. The customer is asking me to show a little customer service but I've reached out to ****** on her behalf 4 times and the last time was even after the ****** Rep told me no! I went above and beyond for the customer but since I am not willing to take a $340 loss and ****** WILL NOT replace the ottoman, we are here. The ordering parts is not even for situations like this but the rep said he was willing to at least do SOMETHING so the customer wasn't left out in the cold. Nomrally ****** tells me no and that's that so the fact he even offered to send possibly whatever she may need is above and beyond on ****** Furniture's part as well. My store, Dorsett Furniture, offers no warranty, no exchanges, and no returns which is advertised in store and on my website because once something is delivered in brand new condition, I have absolutely no idea what the customer does with the product once my delivery drivers leave. If the customer walked directly into the ****** store and purchased from them directly, she would be in the exact same boat right now. I am not at fault for the customers gripe with ****** Furniture. I went above and beyond to try and get this handled for the customer and in the end the resolution was not up to his/her standards which is out of my control. I have no say over what ****** Furniture is willing to replace. I did my part and that is all I can really do.