ComplaintsforBack at the Ranch, Inc. Home Furnishings

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint involves the purchase of furniture (couch, chair, deck furniture, bunk beds and sitting tables) the total purchase order exceeds $5,000 USD. I stopped into the Back At the Ranch furniture store on July 15th and again on July 18th to double check the delivery date of my furniture order. I was told that the furniture "has been delievered and is here in our warehouse ready for delivery to you (meaning me as the customer)." The delivery date was scheduled for Wednesday July 20th. Late on the 20th, I called and asked what time the furniture would be delivered and I was told it was moved to Friday the 23rd. I advised that the 23rd was not acceptable as we would be returning to our ***** home and no longer at the delivery location to accept the furniture. I was also advised that only 1/4 of our furniture was even going to be delivered and that the balance of the furniture had no "reliable delivery date" at which point I decided to cancel the purchase and delivery entirely because no-one will be at the home to receive the delivery and the store had repeatedly told me that the full delivery of all furniture was Wednesday July 20th and even as of the date of this email the store has recanted and now says they do not know the date of delivery for the full amount of furniture and deny ever promising the delivery on July 20th. They have also threatened not to return the money despite being unable to deliver the fully paid furniture on the date that was promised. I am only seeking a refund of furniture that has been paid for and not delivered. Thank you for your help in resolving this. I would also like to warn other potential customers of this type of sales tactic. Promising the customer delivery dates and times to get the sale and then denying those conversations after the purchase. Very dishonest. *********************

  Business response

  08/04/2022

  **************** purchased a sectional on 7/5/22 which was already on order for stock and due in to our warehouse on 8/6.  He also ordered a chair which we told him would take about 16 weeks to come in.  He then purchased some outdoor furniture on 7/7/22 which also had to be ordered and we told him it would be 8 weeks.  Then he purchased 2 bunkbeds which were in stock on 7/18/22. Somehow **************** mistook what someone at our store said and thought ALL of the items had somehow come in early, but they had not. He spoke with our store manager by phone on July 20th and was very upset he wasn't on the schedule for delivery that day, and expected everything to be delivered that day. Our delivery men had no notes about Wednesday specifically, but they had tried calling him earlier that week and could not get hold of him.  **************** has a cabin in a very remote area, way up a seasonal access only, 4 wheel drive road that is 12 miles from the nearest town with cell service. We called him back that same day, the 20th, to try and deliver what was available but could not even leave a message because his phone just said "no service available".  So we emailed **************** that afternoon too, but he did not email us back until Friday night around 4-5PM.  Unfortunately we do not deliver furniture on Saturday or Sunday, we are too short staffed. I finally came back to work on Sunday and read through the email exchanges and contacted **************** to straighten things out. He emailed me back and was very happy to straighten it out, asked for the bunkbeds to be delivered Monday (which we did) and said he would remove this complaint.  On 8/3 his sectional came in and we contacted him to set up another delivery. I spoke with him this morning and scheduled delivery for this afternoon. I believe everything has been worked out and resolved.

*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. ↩