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:10/30/2023

  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 made a ******** purchase from the Old Cannery Furniture Store on September 30th, 2022. This ******** was quoted as being one of the best beds the store carries. This is the second ******** I have purchased from The Old Cannery. Their services, prices and follow through on an issue has always been wonderful. This time, that has not been the case. The ******** I purchased may have not been up to service levels to start, but I would not have noticed as I travel quite a bit. I had a friend come into town and sleep in the bed just purchased and it completely failed. The whole inside of the king ******** sinks in the center. After contacting the Old Cannery, I just wanted to return the bed. After several weeks of back and forth, photos proving the failure, filling out a warranty claim form, I purchased another bed. I also let The Old Cannery know I purchased a new bed. I fully understand how warranties work, but if a ******** fails right away with little to now use, I am not inclined to pay for a pick up of the old bed, then a delivery of a possible repeat ******** failure. I would just like my money returned $2,185.81 to my account. This ******** and The Old Cannery should stand behind their products and certainly their customers.

  

  Business Response

  Date: 12/05/2023

  Please see attached response. 

  Customer Answer

  Date: 12/13/2023

  Complaint: 20800301
  
  I am rejecting this response because:  I actually started my claim on August 7th with a phone call.  I was instructed to take multiple picture which I did, then to send them onto The Old Cannery.  I was emailed back with another message stating they needed more pictures.  I followed up and did the additional photos as requested.  This mattress was quite expensive.  Paying $1,998.00 before taxes and delivery, I would think The Old Cannery and this mattress company would be wanting to correct this matter professionally and without incident, but I see now that is not the case.  This mattress is used in a spare room and has been used a total of maybe 3 times.  I believe looking at the photos is clear that the mattress is in perfect shape.  It's not soiled in any way, nor damaged.   If a company such as The Old Cannery is going to sell mattresses as part of their product line, they should stand behind the product and protect not only their valued customer, but all future customers.  The way this purchase and response to me as a ow past customer of The Old ******************** for the past 13 years will only affect their future sales badly.  If the decision is made to destroy future customer sales to The Old ********************, then my only recourse will be to take delivery of the poor mattress product and publicly share this experience.  I was taught, "a bird in the hand is worth two in the ****".  Perhaps the risk is worth the loss.  My $1,998.00 dollar mattress must have little to no value to The Old Cannery, but my voice as a consumer and the proof of how this request to return a faulty mattress will live on.  
  Here are mattress companies that value word of mouth, returned customers and standing behind their products:  In lieu of purchasing from The Old Cannery, my strong recommendations are listed below.
  Here is a list of the companies that have a one year return policy:  Dream Cloud * Listed as a 365 * Night Home ****** Saatva * 365*Night ****** Avocado * 365 Night ****** Awara * 365 Night ****** Nectar * 365 Night ****** Bear * 120 Night ****** Brooklyn Bedding * 120 Night ****** Layla * 120 Night ****** Nolah * 120 Night Trial and so on.  There are many mattress companies and a variety of cost involved.  Here are some and based on the 365 day trial period:   All check are based on same size of purchase:  Avocado:  $2,699.00 * 365 Night ****** Awara:  $1,614.00 * 365 Night ****** DreamCloud:  $799.00 * 365 Night ****** Nectar:  $1,039.00 * 365 Night ****** Saatva:  $2,195.00 * 365 Night Trial.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 12/13/2023

  Complaint: 20800301
  
  I am rejecting this response because:  I actually started my claim on August 7th with a phone call.  I was instructed to take multiple picture which I did, then to send them onto The Old Cannery.  I was emailed back with another message stating they needed more pictures.  I followed up and did the additional photos as requested.  This mattress was quite expensive.  Paying $1,998.00 before taxes and delivery, I would think The Old Cannery and this mattress company would be wanting to correct this matter professionally and without incident, but I see now that is not the case.  This mattress is used in a spare room and has been used a total of maybe 3 times.  I believe looking at the photos is clear that the mattress is in perfect shape.  It's not soiled in any way, nor damaged.   If a company such as The Old Cannery is going to sell mattresses as part of their product line, they should stand behind the product and protect not only their valued customer, but all future customers.  The way this purchase and response to me as a ow past customer of The Old ******************** for the past 13 years will only affect their future sales badly.  If the decision is made to destroy future customer sales to The Old ********************, then my only recourse will be to take delivery of the poor mattress product and publicly share this experience.  I was taught, "a bird in the hand is worth two in the ****".  Perhaps the risk is worth the loss.  My $1,998.00 dollar mattress must have little to no value to The Old Cannery, but my voice as a consumer and the proof of how this request to return a faulty mattress will live on.  
  Here are mattress companies that value word of mouth, returned customers and standing behind their products:  In lieu of purchasing from The Old Cannery, my strong recommendations are listed below.
  Here is a list of the companies that have a one year return policy:  Dream Cloud * Listed as a 365 * Night Home ****** Saatva * 365*Night ****** Avocado * 365 Night ****** Awara * 365 Night ****** Nectar * 365 Night ****** Bear * 120 Night ****** Brooklyn Bedding * 120 Night ****** Layla * 120 Night ****** Nolah * 120 Night Trial and so on.  There are many mattress companies and a variety of cost involved.  Here are some and based on the 365 day trial period:   All check are based on same size of purchase:  Avocado:  $2,699.00 * 365 Night ****** Awara:  $1,614.00 * 365 Night ****** DreamCloud:  $799.00 * 365 Night ****** Nectar:  $1,039.00 * 365 Night ****** Saatva:  $2,195.00 * 365 Night Trial.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My husband and I paid for furniture, and the furniture was in the warehouse awaiting for us to arrange delivery to our house. My husband passed away unexpectedly. When I tried to call and ask to send the furniture to our house, my husbands last gift to me, the manager of the store told me to show up at the store with the death certificate. After I came to the store, with death certificate, and with court orders that I am legally carrying out anything related to my husband and his estate, I was told that the order has been cancelled. I asked to un-cancel the order, but was told I could not have the furniture. I then asked if I would at least get my money back. I have shown up to the store since then repeatedly, and have been lied to every time. First, I was told the money was refunded to my husbands non existent account and that a bank would send me a check. I was told then the money was refunded to another account, but it was a lie. Every time I am told that someone will be in touch with me and nobody ever is. Every time I call I get more lies. Finally now they said that neither me, nor my husbands estate, can have the money back. Instead, they will hold the money for 4 years, and then see what they do about it. I am devastated that not only is my husbands last gift to me now lost, but even my money was taken by a business that refuses to even treat me as a human being, much less a loyal customer. I am devastated. How can a business in 2023 in America simply keep your products, and keep your money? I am willing to accept either the furniture that I originally bought, or a full refund to my bank account.

  

  Business Response

  Date: 11/21/2023

  Please see attached. 

  

  Business Response

  Date: 12/01/2023

  As a follow up:

   

  The check **** Old Cannery issued to ********** of *************************** in the amount of $1,413.45 cleared Old Cannery Bank account posted **********.

   

  Thank you,

  Sincerely,

   

  ***********************

  Customer Answer

  Date: 12/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************