Complaints

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• Initial Complaint

  Date:02/12/2025

  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.

  I purchased a love seat recliner and was delivered 06/04/2024. Had problems with the recliner back tilting over. They sent out a tech to repair it on -06/24. Called again they came back on 11/12 and again on 02/2025. Now they want to take and replace the seat because of a manufactory default. Three times they've been out for the same recliner. I asked for a replacement and they said I had to pay $400.00 for a new one.. I paid too much for something that giving me problems less than a year. I feel it's unfair and I should not be liable for a manufactory default. All I want is a new replacement and not pay anything to have had it less than a year. They keep telling me there is nothing wrong with it, like I am incompetent. The last time the tech came he did say the seat could be repaired and they could pick it up and have it fixed. I will not accept this. All I want is a new replacement. I've purchased several items from them before because I thought their quality of furniture was good. Now to go through this and be treated this way is not acceptable and disrespectful. Please help me get a new replacement. This is all I am asking. Thank you.

  Business Response

  Date: 02/16/2025

  I have attached three attachments one is a copy of the sales receipt and CSR report.  Another one is a copy of a picture that show the seam which is not a manufactory defect.  The last one is two statements one for the Service (CSR) lady that's been there for years and has a very good memory.  My time period statement is how I remember them and I know she will be able to read it all and I think she will agree with what was said. 

  Bottom line:

  There isn't a factory defect, little things can happen like a spring or cord coming off but there is always a reason, only if we had cameras but we don't.  Easy fix as I stated in my statement.

  We gave her two options:

  1.  To exchange the 5 month/ 8 month rocking loveseat for a new sofa for the cost to her of $400.00 which you will read how we come up with that number in the statements and the process we have to go through when bringing a used item back into the warehouse NOT the show room but to the tent for sale.  (Cash and Carry AS-IS for a ow price)

  2. The other was to bring her loveseat in, let me personally and my inside tech of more than 40 years inspect it.  If we do see anything we would take care of it.  I told her and everyone when this is made it goes down a line getting touched by many but when we bring something in it's normally one on one in this case and others it might be two on one.  Which ever it's looked at with great detail.

   

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22933377
  
  I am rejecting this response because:
  I paid  too much for this to be  giving  me problems less than 4 to 5 month.  . There assessment is incorrect and I should not be liable for defective merchandise and think it can be repair and less than who knows how long it will continue to give me problems. Any merchandise sent back that SL cannot sell is not the consumer problem . Only one person has looked at this three times and the pictures taken did not capture the defect,  you are unable to see them from pictures taken on an I phone. This is unacceptable and a rip off. Sent it back to the manufacturer but not at my expense. I didnt have the furniture six months I began having problems. If I have problems less than six months with three home repairs  and inspections already whats to say the problem will only worsen. Why not just replace it and send it back to the manufacture? This is an issue between story and *** and the manufacturer. Dont make the consumer pay and deal with what should be between the company and the store. This is abuse to the consumer. They take it back, resell it and then I have to pay additional to get a new one is not right. And the explanation given by someone in the store that say they can remember everything said is not acceptable. What is it that they heard and who did they talk to? I had one conversation with someone that say they could remember the conversation their word against mines and of course they will tell their side to justify their excuse to steal from the consumer and make them pay is totally wrong and unacceptable, unprofessional, and total robbery. I had a disagree with the repair person because he kept telling me  there wasnt anything wrong with the chair and argue with me like I didnt know what I was talking about he was disrespectful. I called the store and told them I did not want him to be sent back to my house. Thats the only conversation I have with someone in the store. As I explain the problem the repair person kept telling me it was just a few problems that happens all the time and could be repaired for the back to keep flipping.  Who wants something like that when you pay almost $1000 for a chair. And have it less than six months. What is the next step I have to take to resolve this? u will not accept this and if I have to I will call 48 New and go public with this and make it known that no one shop at this store because they cheat people and lie about the quality of their  merchandise, how they honor service to customers. All I want is a replacement and if they cant do this give me back my money and take their chair back. 

  Sincerely,
  ******* ******

  Business Response

  Date: 02/27/2025

  I would really like a *** to call me and give me some guidance with this.  All I would know to do at this point with threats calling the TV stations is one of two things.  One give her the money back and pick its all up that's the easy but harder to do job when you trying to pay 60 employees and run a very good business for 55 years with a good ***utation.  The other is to urn it over to or lawyer and see about suing for defamation never tried that before but we are totally in the right.  By the way I talked to her by phone two times and the lady in our service has also talked with her.  Please have a *** to call me (*** Story) cell number is ************.

   

  Thanks

  Business Response

  Date: 02/27/2025

  You know this really makes it hard to be an honest business person when anyone can say what they want, threaten how they would like and we are just suppose to lay their and like it.  I will tell you if there is anything wrong with that loveseat it wasn't done by us or the factory she plainly wants a sofa and loveseat not two loveseats.  And she knows we can not take her loveseat and put it back on our floor it will have to be put in the tent and sold for $399 or less.

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22933377
  
  I am rejecting this response because: There response is inexcusable and unaccepted. I am not asking for anything but a replacement. True enough, I have two loveseats, and if one is giving me this much problems, why would I risk wanting a replacement. If they cannot or don't want to replacement, the next solution is refund my money. If you look at your reply, it's unreasonable and expose your resistance to replace the merchandise. You are clearly stating that the replacement will cost you. 
  
  Sincerely,
  
  ******* ******