Complaints

This profile includes complaints for Prices Home Furnishings's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Prices Home Furnishings

  607 Douglas Ave Las Vegas, NM 87701-3926

  
• 

  Prices Home Furnishings

  615 Douglas Ave Las Vegas, NM 87701-3926

  
• 

  Prices Home Furnishings

  625 Douglas Ave Las Vegas, NM 87701

  

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:04/07/2025

  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.

  In approx. May 2024 I bought a brand new dryer from Price's Home Furnishings in Las Vegas, NM. On approx. Nov. 1, 24 the dryer began to make a strange noise, clearly not usual for it. On Nov. 2, I made my first call to Price's regarding the dryer as it is still under warranty. The man that I spoke to, ******, confirmed that it is under warranty, asked questions about the issue & said they will send someone out to service the dryer but it may "take a while". I assumed because it was the end of the year & the holidays it would be into the beginning of the year before I could expect a repair.
  
  I called them in Jan. & spoke to a woman. She confirmed my previous call & issue & said they would have someone out by next week & would call to confirm a day/date. The following week came & went & I did not hear back. I called them again & was told that they don't come to Santa Rosa (SR) very often but they would send someone out, which I assumed would be soon. I do not have dates of the calls made in Jan. as I was assuming the best at that time & did not write them down.
  
  I again received no call from them so I called them on Febr. 18. I asked for the manager & was told *******  I spoke to *******  He confirmed my calls & the issue with the dryer. He said that they don't get many service calls for SR & they wait until they have more to send someone out. I was being very understanding at this point although I have been without use of a dryer for approx 3 1/2 months as that point.
  
  I made 1 more call to ****** at Price's on March 21, 25. This time I let him know my frustration of being without the use of a dryer, which I paid for new, for going on 5 months. He gave me the same excuse of not coming to SR very often. I told him that I need my dryer repaired.
  
  It is now over 5 months that I have not had a functional dryer. At this point, if they are not able to come repair my dryer, I would like them to replace the dryer with a new one.
  
  Thank you.

  Business Response

  Date: 05/23/2025

  Hello. We had tried to contact the attached customer multiple times to do a repair warranty and schedule repair. The customer stated that they could only meet on a Saturday for appliance repair. We explained to the customer at that time that we only have 1 repair person and that we can only go out when we have about 4-5 repairs in the Santa Rosa area batched up. Customer again could not meet us or change the schedule to meet us during the week. We did after some time accommodate customer and send the repair person, ***** ********* out on a Saturday to look at the customer's dryer. After inspecting the dryer, we found that a rhinestone from customers clothing was the cause of the issue with the dryer, not an actual problem with the dryer itself. Whirlpool Corporation did take care of us for doing the repair, the customer was not billed for this at all even though the problem arose because of a piece of their clothing falling into the actual dryer and causing the dryer to not be able to function. I am sorry that we missed the deadline to respond as we had not seen this come through, that is my fault. I'm sure that due to us taking care of the repair, they have not responded to your requests to contact them. I did look through ******* current repair board and we do not have a service call for the same customer, so I am very sure that the customers dryer is still working, and never had a problem in the first place. Whirlpool Company also has rules/regulations for warranty that states if the customer lives in a rural area, that service is not guaranteed. Being that the customer could not meet us during the week and that we changed or schedule to work their repair in, I was surprised to even see the complaint. However, at the end of the day, the repair is complete and the dryer was not the cause of the problem.
  
  Thanks
  **** *****
  Prices Furniture INC
  Las Vegas, NM 

• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising 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.

  **** ****** here Sale No. ***** of 7/20/22 for one GE bottom freezer refrigerator. Two weeks prior to my making it to Las Vegas from Cuervo I spoke with ****** on the phone re: a Midea bottom freezer frig. When I arrived that item was 'downplayed' and was recommended the GE. I requested to see one or be given info on it and was showed only a Google image of it, no technical data, nor was it offered. I went there with the cash to pay for the price of a Midea and so put $1300-98% fullcash down on this GE. My stupid I signed a most insupportable insulting pure legalese Seller-Buyer contract without reading it. I am also 5'1" that GE turned out to be 6' 7" tall. I would not be able to see what was on the top shelf. I had mentioned that I would in no manner have any LG type frig. - a good example of a 'smart' frig that is nothing but $$ trouble and was looking for an Amana model. No one informed me that I would need to have a lawyer accompany me in this purchase and especially with a near cash purchase would have to sign a contract. This contract is a perfect example of turning the law and the spirit of the law upside down; it is against any minimal customer service or protection. It is contemptible. For the obvious fact of ******** and the store's mgr, *********** lack of interest to divulge any technical data on this frig. should have had me running in the opposite direction then and there but I really need a frig and there are not many options in this area where I live. Had they been more customer service oriented providing a more honest and detailed discussion we could have avoided this unpleasantness entirely. **** ***** emailed me back in full defensive mode and plans on keeping $300 of my cash payment for "restoking". I had offered to pay the 2 delivery men their 1 hour wage. They are masters at deception in omitting any full truthful disclosure on their products.

  Business Response

  Date: 07/27/2022

  Tell Hello, here is our explanation of what happened in this case with ******* ******:
  
  
  On 7/20/2022, **** ******* ****** came to Price's furniture in search of a bottom mount refrigerator she had inquired about previously. She had called about a Midea brand refrigerator, which we were sold out of upon her arrival to the store. After explaining this to our customer, ****** *******, our sales rep, and me, **** ***** tried to look to find her available alternatives due to her explained need to have an in stock refrigerator. **** ****** was shown photographs and dimensions of the product via the official GE Appliances website. 
  
  
  On 7/23/22, we attempted delivery of the product. Our driver ***** ***** was the driver tasked with performing this. Upon arrival to customers house in Cuervo, NM **** ****** had the two drivers unbox the refrigerator to inspect the unit for damage. She explained that she wouldn't have to pay the balance of the refrigerator if she received a damaged unit. After inspecting and being dismayed that there was no damage, she instructed our drivers to bring the product into her home. The drivers measured and had to take apart the refrigerator doors to get into the customers home(this is a standard practice at our store). To accommodate the customer, the drivers also removed door trim and interior doors to get the product into her kitchen(not a standard practice). The drivers did this to go the extra mile and accommodate the customer. Upon getting the refrigerator to the desired spot in her home, **** ****** stated that she did not like the digital display because there was the possibility of the government tracking her with this device. The drivers explained to her that this was just to control freezer and refrigerator temperature, and not a tracking device. The customer then said that she did not want the refrigerator, and that she was going to refuse to pay the balance of the product. The store manager here at the time, ****** *****, was contacted by the drivers and thy explained the situation to him. As the manager on duty, he decided to allow the customer to return the refrigerator and explained to her that there would be a 20% restocking fee applied to the sale, and also let the customer know that she had signed a contract agreeing to these terms. The customer agreed to this and we had to once again take the refrigerator apart and bring it back to our warehouse in Las Vegas, NM. If I would of been in store this day and heard of the workload of the drivers to get the refrigerator into place, I admit that I would not of allowed her to return the refrigerator.
  
  
  The customer in question had multiple oppertunities to stop delivery before having our drivers take the refrigerator all the way inside of her home to its final spot. The customer seems to be confused of the end product she still wants, as she mentioned LG and Amana products that we do not currently carry at our retail location. There was an opportunity to stop delivery when she inspected initial refrigerator when the drivers pulled up in the truck. Also, we let **** ****** know when she came in that there was no pressure for her to purchase as she had not put any money down before she came to our store 7/20/2022 to finalize transaction. Many fallacies about our store were reported that simply are not true. I believe ****** and I were very courteous and helpful to the customer to let her know about a product that we had coming in at a special price to accommodate her needs. We also showed her detailed specification sheets on the product. You will find the specification sheet for the refrigerator attached in this email as well. Being a store that has sold appliances for forty plus years, we are well versed in customer's needs. Also, you will see that refrigerator has no tracking devices and that it is not close to 6 feet 7 inches tall as she reported. Also, the drivers went the extra mile and do extra work per the customer's request to get the refrigerator into her residence, which ended up being for no benefit at the end of the day. 
  
  
  Upon review, we feel that a 20 % restocking fee is very fair in this situation, We are also trying to recover a $30 flat mileage fee due to Cuervo being 30 miles round trip from Santa Rosa, NM. Santa Rosa, NM would of been where our trip ended had we not had to continue delivery to Cuervo, NM. We feel that keeping the restocking fee, totaling $265.80 plus the $30 mileage fee is more than fair in this situation. We probably still end up not recouping cost in this situation, but it at least helps cover some costs. Sometimes consumers don't realize the amount of time that goes into processing a transaction such as this. Loading the unit, storing the unit, the cost of gas, wear and tear on truck, and possible damage unboxing and relocating the product back to our warehouse are all expenses needed to be covered in circumstances like this. Appliances are also a delicate, easy to damage product that can be easily scratched in situations like this, making the return unit harder to sell. We would lover to return **** ****** the rest of her deposit, totaling $1034.19 immediately upon her acceptance of our terms.
  
  
  Also **** ****** said I was very defensive about her decision to return the refrigerator, which I am not. I had a very matter of fact conversation with her, offered her other refrigeration options and she hung the phone up on me with no warning. I have been in this business for around 20 years, so I understand these situations can be stressful for customers. I would love a resolution and would even welcome **** ****** back into our store. I do understand that this is part of business and that these things happen.
  
  
  Please let us know if you believer our terms are fair, and thank you for intervening to help with resolution.
  
  us why here...

  Customer Answer

  Date: 07/30/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:This response in part contains many lies manufactured to simply litigate in their defense.
  #1  I was not shown nor offered the GE appliance technical data.  I was called behind a rather high counter to look at only a Google image picture of said refrigerator.
  #2  I requested the delivery drivers to open the boxed frig.  At that exact moment one of the drivers was getting bit by a fire ant.  I said to him "I'm going in.  Take off your pants."  He went behind the frig and I went in.  Yes, I was dismayed when the frig made it inside my house.  It was 5 p.m., going into overtime for them.  They were working fast and hard, taking measurements and trying to get the doors off to get the frig to the kitchen area.  I had to find tools and I took apart most of the kitchen door frame.
  #3  The drivers explained nothing, rather I explained why I do not want a 'smart' frig.  Nor did I say anything about the balance due just that I did not want this frig.
  #4  I never spoke to ****** *****.  The drivers simply said to me that they could take the frig back.  Not until the following day, Sat., did I think on it and remember something about a contract and that was when I first read the most insulting document with 2 some sort of liability paragraphs in a print so small I am not able to read it even with a magnifying glass.
  #5 Again, I could not inspect the frig when the drivers pulled up in truck nor was I offered details on it in the store.
  #6  After I presented my grief over this contract and frig, I spoke several times calling **** ******* name and waited there was no one there on the line.
     They have many times over recouped whatever that little paper work and trip cost them.
  I did not expect any real favorable outcome in either this BBB complaint process nor with the NM Att. General's equivalent dept. However, I do accept the return of the offered $1034.19 and guarantee that I will continue to prepare other people who may go there to do business.
  
  
  
  Regards,
  
  
  
  ******* ******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 08/01/2022

  Hello, we have stated facts about the incident that took place with **** ******. Everything that took place was described in previous response. We have been in business for 45 years and this is not built on lies. I am sorry if **** ****** is confused or remembers events that took place differently than the actually did. We are happy to issue her a check of balance that she mentioned of $1034.00. We can do this by check in mail or if she would like to come and pick up in person any day with exception of Friday and Sunday we are happy to do this and wrap up this transaction. Hopefully our customer has luck finding a differnet refrigerator that meets her needs.