Complaints

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• Initial Complaint

  Date:10/24/2022

  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 purchased a table and chairs from this company the end of May 2022. Two weeks later i noticed two of the chairs were coming apart and 3 of them were wobbling. I called (one year warranty) they were very annoyed treated me as if i did something to the chairs but finally said if i bring them in their carpenter would look at them. Now originally i payed to have the set delivered and set up. They then texted me when my chairs were ready. I went to pick them up and they were literally sitting outside behind the building. The original salewomen/owner’s daughter. Won’t even speak to me at this point and i had been nothing but nice. I hadn’t been nasty at all. Then a few weeks ago i noticed the finish in one area of the tabletop is coming off. And the other remaining chair is now wobbling. I called once again she told me to send a picture of it to her. Then proceeded to lecture me on how to take care of a table. ( my last one i used for 25 years. No problems. I heard nothing back so after a few days I messaged and ask what we could do about the tabletop. They told me they ordered a new one they would let me know when it comes in. And i could bring the chair in to be looked at.they said i would have to pick it up. I was not pleased. At this point getting very frustrated and told them they should deliver and assemble the tabletop. A few days ago they messaged me to tell me the tabletop is in i can pick it up. At this point i say are you not going to deliver it? They said no we have to pick it up from 9-5 monday-friday. My husband can’t even go in those hours thats why I originally had it delivered. I also asked if the new tabletop would be warranted for a year they said no only the time remaining on the original year. I at this point did tell her she was a **** poor business manager. I’m so frustrated. What can i do?? At this point i just want to take it all back and refund my money. I don’t want to deal with them anymore.

  Business Response

  Date: 10/28/2022

  To whom it may concern:
  
  Bryan’s Furniture Interiors has received the notification of a complaint
  regarding our company. We are family owned business and have thrived for
  over 40 years. We pride ourselves on our quality furniture with great
  prices, selection and value.
  
  We sold the dining room set, table and chairs, by ****** Classic Furniture.
  It is an all wood dining set, it has a wood top, not formica, some care has
  to be used. That being said, the chairs and table come with a year
  warranty, once it is in the customers home. This is a standard policy in
  our industry.
  
  When we were notified the chairs were loose 5 out of 6, we asked the
  customer to bring them to us. They were sent to our carpenter, which glued
  them for reinforcement. The customer called to let us know she would be
  picking them up. We proceeded to get them from our warehouse, for
  convenience to pick up. They were outside, waiting for the pick up, we knew
  she was coming! BTW, is was a beautiful sunny day.
  
  A few weeks later, the table top now has a problem. We ordered a
  replacement, which is now in for them to pick up. If this wasn’t such a
  hostile situation from the beginning, we would have exchanged the top at no
  charge. We value our employees and choose not put them in a hostile
  environment.
  
  In the mean time, I have contacted ******* Furniture with this situation,
  they have sold hundreds of tables and chairs nationwide. Only, four chairs,
  nation wide, have had a problem, year to date, split spindles, from
  shipping, not counting her five chairs, all with loose legs, No problems
  with table tops.
  
  Unfortunately, this a bad situation for all involved, however, we feel by
  reinforcing the five chairs, offering to do the sixth and ordering a
  replacement top, is well in the realms of a retail business.
  
  We have also sold this set for several years, and this company for over
  twenty years, we have no problems.
  
  Thanks for your help in resolving this matter, we do not take back
  furniture that has been in someone home after months, and neither does
  anyone in our business.
  
  ******** *******

  Customer Answer

  Date: 10/28/2022

  This has definitely not been a hostile situation on my part. I don’t know why i’m having issues with this set  as i said before my last (all wood maple ) table i used for 25 years with no issues.  They are being hostile because they think i am purposely doing something to my set which is ludicrous. If they cannot refund for a faulty set the least they can do is bring the tabletop to my house and install it.  I paid for delivery. I don’t have a moving van to pick it up in and i have never put a table together. 

  Business Response

  Date: 11/15/2022

  As a family owned business, we would like to put this complaint behind us, and with that being said. Bryan Interiors has ordered a second replacement top, as the first was received damaged. Of course at no charge, as soon as the top is received, it will be delivered to the customer in a timely manner. The table top will be inspected and we will contact the customer to schedule a delivery time. Hopefully, this will conclude this matter, and everyone will be satisfied with the outcome.