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:02/15/2025

  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.

  Misrepresented manufacturer - The salesman (***** ****, General Manager) lead us to believe we were purchasing **************** recliners on the floor in the store and failed multiple times to advise that the three chairs we received where manufactured by ***. When we found our chairs to be uncomfortable, especially in the upright position, I searched online for the break-in period for **************** recliners to find that Sedona is not in the Stressless product line but made by ***. We thought we were getting a good deal on premium Stressless recliners not overpaying for less supportive IMG chairs made from lesser ************ communications with ***** in person, by phone and by text over four days, he neglected to identify our chairs as IMG. Emails requesting ***** accept responsibility for misrepresenting the actual manufacturer and exchange for expected **************** recliners as our acceptable resolution has not been met. His requirement to return *** chairs to their warehouse within 30 days for refund is not reasonable since two swivel recliners are near **********, ** 115 miles away and the lift chair is west of **********, ** 415 miles distant with additional factors of inclement weather and pending knee replacement surgery. We should not be further inconvenienced with our exertion, travel, time and expense or his time restriction when he had multiple opportunities to ensure we were aware that the three chairs we received are not the well-known Stressless recliners we discussed and specifically referenced but imitation IMG chairs made in the same ********** resolution is a matching pair of new **************** recliners in leather closest to the provided New Caramel swatch be delivered when the two IMG Sedona chairs are exchanged at our home near ********** at no additional cost. ***** will accept a full refund of $2127.16 when able to safely drive through ********Salem to return the Sedona IMG lift chair which may not be possible within 30 days.

  

  Business Response

  Date: 02/20/2025

  We have received complaint ********, dated 2/15/2025.  I am sorry that Ms. ****** is so unhappy with my company, and for any confusion.  
  

  The purchaser of the *** chairs is Mr. ***** ********, not Ms. ***** ******?  We have not received any correspondence or complaint from Mr. *************** Regardless, I will address the issues sent from Ms. ******.
  
   The *** relaxers purchased were displayed in our *** Gallery, with large *** lighted signage and information. The chair tags identify the chairs as ***. ********************************************; I have enclosed full copies of the documents that Ms. ****** sent that were superposed over each other.   The full copies show clearly ***.  Two were *** brochures and one was a Stressless catalog we provided.
  
  The sales orders provided at purchase included Terms and Conditions of Sale.  Terms and Conditions are displayed at our sales counter as well, and posted on our website.  Copies are attached. 
  
  Consistent with our Terms and Conditions, we gladly will give a full refund to the purchaser if the goods are returned in the condition picked up.  The customer picked up the merchandise and it is reasonable for them to return it if they don't want it.  Bowen will exend the return time period until April 5th, 2025.
  
  Regarding the offer to Bowen to provide an even exchange for Stressless chairs that are more expensive and that have not been selected is respectfully declined. 
  
  Sincerely,
  *. ***** Bowen
  President 
  
  
  *. ***** Bowen, Jr.
  President
  Bowen Town & Country Furniture *********
  ************************
  ***************************************
  p336.765.1360 f336.765.2859

  Customer Answer

  Date: 02/23/2025

   I am rejecting this response because:
  
  All three chairs were purchased on my MasterCard ending in 4272.

  My photo of the chair at the ********************** store clearly shows Stressless on the back wall whereas *** is not visible. The tag on the chair isnt clear in my photo, although it appears to be generated at the store and reasonably believed to be an inventory tag listing *** Comfort as the distributor in the ** since *** was not a known brand.

  As previously stated, we discussed Stressless, were provided with the Stressless catalog and Stressless color swatches. *** was not a familiar brand, the one brochure and one warranty page were not presented as a different manufacturer!

  The sale was not made in the store or online, but by phone on the morning after we visited the store. A link provided in a text after the sale references Sedona, not ***!

  The fact remains that the salesman/general manager had an obligation and multiple opportunities yet failed to disclose *** as the true manufacturer. Since Mr. ********************** declines to even exchange *** for Stressless chairs (although his salesman/general manager states that they are made in the same factory), it is unreasonable for Mr. ********************** to require additional efforts on our part to return the *** chairs.  Request Mr. ********************** make arrangements to pick up the two *** swivel recliners at our home near ********** which is within their delivery area this week and waive the $75 pick up charge. While we appreciate the extension until April 5 and expect ***** ****** from southwestern PA area, more than 400 miles away, to return the lift chair to the warehouse in ** before that date, we request consideration in our favor, if unforeseen circumstances require a later date.

  Mr. ********************** should also process a full refund to my credit card on the date the chairs, in the same condition as picked up, are in hand.

  This entire transaction has been very disappointing and totally unexpected from a highly rated furniture store.  The Bowen Furniture website states their mission is to delight our customers and the core value is to give customers more for their money than they think they are getting which was the case at the store when ***** **** lead us to believe we were purchasing Stressless chairs from the floor at a discount and has completely failed since we picked up the misrepresented *** chairs.

  For some reason, my photo of the chair in the store and screen shot of ***** Paffs text will not upload.  Is there another option?