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:12/30/2024

  Type:Service or Repair 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.

  06/2024 bought a lift chair from ********* Within a couple of weeks it started to not lift properly, We did not complain until it stopped lifting completely in 11/2024. They would not send a repairman but sent me a new remote. That didnt work. Then I asked for a repairman but they wouldnt send one until I did a virtual call. In the meantime my sister s, whom the chair was bought for, passed away. Did the virtual call. Got an email saying that parts were ordered and are being sent to my address. Once received reply to the email and theyd call to schedule an appointment for repairs. I have to wait almost a month for that repair. In the meantime I have a fully reclined chair sitting in my living room.

  Business Response

  Date: 01/09/2025

  Dear Ms. **************** are correct on the timeline of what has occurred. We were able to make a request to get the service tech out sooner to install the new parts. It has been moved from 1-23-25 to 1-11-25 as that is the soonest available appointment they had to squeeze you in earlier.  I hope this helps your situation. The procedure was followed by ********************* and the service technician per ******** standards. The original request for servcie was made by you on November 13th. We are sorry the first attempt to fix the chair did not work with the new remote. From the virtual visit they were able to order the parts. Due to the holidays, some of the service appointments were backed up. Our notes in the computer on your sales ticket 106-129747 are as follows:

  Manual Per **** at CC the customer's tech appt was moved from 1/23 to 1/11. No **** ******** 2025-01-09 13:31:04-06
  Manual Per ****** at CC...The remote was not the issue. A master control module and a TH Harness was ordered. The customer contacted CC by email on 12/30 stating that she received these parts on 12/28. At that time an install appt was scheduled for 1/23. No **** ******** 2025-01-07 15:08:56-06 **** ******** 2025-01-07 15:08:07-06
  Manual ***********. Spoke with cust, ordered new remote No ******** ****** 2024-11-14 08:50:47-06
  Manual Customer called stating that remote isnt bringing headrest back up. I called CC and spoke to ******** who will call customer. No **** ******** **********************

  I hope we were able to resolve the timeline to make it shorter for the service tech to come out and install the parts 12 days earlier than the first appointment. ******** stands behind our products and we assure you that your chair will be fixed. 

  Sincerely,

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

  ******** Home Furnishings and Decor'

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

  Madison, WI 53704

   

   

   

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair 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.

  On 4/16/24 I called ******** due to an issue with a couch we purchased in 1/20. The Couch suddenly sank and became unusable. The frame was no longer stable, so we stopped using the couch and called for service repair or replace as is detailed in their Lifetime warranty on parts. I was initially directed to the incorrect division by the customer service representative. After completing and submitting the info they required, waiting several days for a response, I was told to call the original **************** # because we were sent to service for fabrics. I called upon receiving that email. However, we were scheduled for service on 5/20. A service tech arrived assessed the problem and said parts would be ordered, then scheduled an appt to repair on June 6. That day came and the service tech arrived & told us he ordered the wrong parts. After he left he texted that the new parts were ordered and ******** changed their scheduling protocol, so I would need to call them to get on the schedule, but that he had several openings the following go week. I called, and given a 7/2 appt. After I complained about the amount of time that had already gone by I was scheduled for 6/21 The parts arrived and service tech came when scheduled. He worked for almost 2 hours. I talked to him to see where he was at with the repair. He told me he had to go because he was behind schedule. I saw that the fabric was loose and staples were hanging out of it along the front of the couch. The service tech recommended we look for a new couch, because he believed our ******** couch was beyond repair. He had underestimated the required repairs and left us with not only an unusable couch. I called ******** and was told a manager would call me with a resolution within 2 working days. I received a call and email requesting more pictures of the damage so it could be assessed. They offered us $250 credit toward a new couch. Not a refund or replacement as promised in warranty.

  Business Response

  Date: 07/17/2024

  I work for the ******** Home Furnishings and Decor store in Madison WI. I have attached the documented information from ************* Comfort Care is the Service Arm of ************* Our service tech and all of the people at comfort care are employees of ************* When a warranty issue arises we simply direct the consumer to comfort care at phone ************. We are an independent dealer, but use the services of comfort care. We at the store level have no control over any of the decisions made by comfort care or the sevice techs employed by ************* We do not operate a service department at our store. Sometimes we can answer questions a customer has about product function. As stated above, at the store level, the ************* emloyees, comfort care and service techs handle ALL warranty claims, and also just general service if someone needs a tech to come out after warranties have expired.