ComplaintsforSherman's

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I needed a dishwasher. I called and purchased one **** was very helpful. And patient Price was a bit more than I would have liked. But I understand Well I posted too early. Came to install they left. I washed dishes water everywhere. I cleaned it up. Put a fan on it as I have vinyl flooring. The flooring lifted. They came out to see why dishwasher leaked. They had no idea. Put in a new dishwasher. No problem. But now my floor is raised. Will not do anything about it. When it was their fault. Will never buy from them. Customer service after you have paid is horrible. Never again will I purchase from them Downgraded customer rating to O stars. Do not spend your money there. I paid 1,010. There for them to damage my floor

  

  Business response

  09/06/2024

  Management has contacted the customer, and the installation fee was refunded. Customer was satisfied with the resolution of the issues. 

• Initial Complaint

  08/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We had a dryer delivered on August 14th. With delivery they were supposed to install it as well as a dryer vent. The delivery person came in smelling like weed, used our bathroom and then told us he didn't have the dryer vent. That they would delivery it next day. Then said we'll it might take us a while so you should go buy one and take care of it. We paid $35-40 to have this vent and to have it installed. Now we are searching for it on Saturday at the warehouse. I just want someone to do their job, do what we paid them to do and do it well.

  

  Business response

  08/20/2024

  I apologize for the issues the customer has experienced. I can assure you that we are currently working to make the proper corrections for the customer and are currently waiting on a call back from them in order to get the situation resolved. Management has left the customer a voicemail with a call back number. 

  Customer response

  08/20/2024

   I am rejecting this response because:
  
  I called back and left a voice mail for *******, someone else called and left me a voice mail around 530p saying she heard my message trying to get ahold of a manager but she thinks I got the wrong department.  I am now waiting on a call back from Sherman's. 

  Customer response

  09/05/2024

  Sherman's sent us our delivery fee money back, which was appreciated.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a fridge over the phone on 5/20/24 which was delivered on 5/23/24 with 2 large dents on the freezer door. On 5/23/24 I was provided the option to replace the freezer door or entire fridge or a 10% discount and I opted for the replacement door; however, later that day frost began to develop around the freezer door. On 5/30/24 a repairman came out and noticed that the fridge frame itself was bent which was causing the frost and he attempted to "fix" it by taking a piece of wood and banging the frame to straighten it out with a hammer. Not surprisingly, the problem wasn't fixed. Took over 3 weeks to get replacement freezer door. On 6/24/24 replacement door was installed. But, still having the same problem because the underlying problem still exists (a bent freezer frame). On 7/4/24 I spoke with ******** @ Sherman's who stated we would receive a replacement freezer either the same model or a different model and because I was traveling I said I would call her on 7/8/24 with a decision. On 7/8/24 I spoke with someone claiming to be ********** superior and she refused to honor the agreement made with ******** and told me that I would have to work with the manufacturer because 30 days has passed and I didn't purchase Sherman's warranty so it was out of their hands. She later offered to send another technician out, but I just want them to honor the prior agreement. Never did anyone at Sherman's tell me I had 30-days to resolve issues with them. The worst part is I am buying this for my elderly parents who live in FL and the refrigerator is in their home which is 100 miles from where I live. Sherman's repairman knew full well (because he took photos) that the fridge itself was defective, also never told me about a 30-day window, and now Sherman's is reneging on their offer to make things right by providing a replacement and is otherwise trying to push a defective fridge on me because they apparently don't want to deal with the manufacturer themselves.

  Customer response

  07/10/2024

  I received a call from Sherman's yesterday (7/9/2024) afternoon now offering to provide us with an exchange for a new fridge. The replacement fridge needs to be ordered which will I believe will take a few weeks. As long as the replacement fridge is delivered as promised, this matter can be closed as I am satisfied that Sherman's has agreed to abide by their previous offer to perform the exchange.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently purchased a bed from Sherman's in Peoria, IL. At the time of purchase, we were guaranteed they would take away our old bedding upon delivery of new set. However, on the day of delivery, they refused to take the old mattress, saying they refused to take any of it because the matter cover was missing. There was no statement in our purchase agreement that said anything about these types of restrooms. On top of that, both delivery people were extremely rude and disrespectful, bordering on confrontational. To top it all off, they accidentally broke dozens of my wife's antiques, worth hundreds of dollars. They also put a two-foot gouge in our hardwood living room floor. They didn't have one word of apology for any of this, only saying we needed to contact the store if we had any complaints,!

  

  Business response

  04/17/2024

  Management spoke to the customer and explained to him that due to the condition of the old mattress we would not be able to haul it away in our delivery truck. I have photos attached of the condition of the old furniture and unfortunately because of our policy, we aren't able to haul away items that are in this type of condition, due to the product coming in contact with new furniture. It is not sanitary and unacceptable to our other customers receiving new product. The customer wasn't charged anything additional for a haul away, this is a service we offer as a courtesy and in our sole discretion we have the right to decline this service. Management has also offered the customer to investigate the damage to his personal belongings, and if confirmed we are responsible, we would be able to make it right for the customer, but he refused and disconnected the call. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The merchandise was supposed to be delivered on 12/26/23. No specific time was provided. Few minutes before the delivery I received the text from Sherman’s that delivery is en route, stop 2. I received a call from ******(delivery guy) few minutes later that he is outside our home. I told him can he reschedule in 30minutes since I am at work. He suggested that I should reschedule. I told him that I will be there in 10 minutes. He agreed to wait for 10 minutes. I took the leave from my work and reached home within 10 minutes. I called him but he already left, stating that I told him that it will take 30minutes. I requested him if it’s possible to come back. He refused and said his boss asked him to leave. I requested him for his boss’s number(************* ****) in order to call him and request for delivery. He hung up and mentioned “**** is going to laugh at your *******”. Now in humble opinion of ******, I can complain about him, but he says he doesn’t care. Therefore I would love to cancel my order of ~8580$ and 250$ which we paid with priority delivery by Sherman’s due to lack of professionalism and being **** to order from Sherman’s furniture.

  

  Business response

  01/10/2024

  We apologize for the behavior of our driver at the attempted delilvery and the impression it left of our team. We have contacted the customer to honor their request and await follow up. 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The initial transaction occurred 9/3/2023. We purchased a ****** front load washer and dryer set at Sherman’s Clearance Center. After 2 weeks-of using the washing machine it could not make it thorough a load without malfunctioning. Contacted Sherman’s customer support on 9/22/23. They sent out a service tech on 9/26/23 to assess our machine and fix the problem. The service tech informed my husband that he attempted to fix it but the wall of the machine was dented and the drum was hitting the bent wall while spinning. The service tech said that there was not much he could do if the the problem could not go away. I followed up with Customer Support on 9/28/2023 about our washer because we were sold a machine that malfunctioned and could not be repaired. We made this purchase on credit through a store credit card with ***********. We were told by ******* with Customer support that we were approved for a $650 store credit to to purchase a replacement machine. I assumed sense we purchased this on a store credit card. That the initial transaction of $650 that was charged to our account would be canceled since i was told that Sherman’s was going to scrap the machine and send back to the manufacturer. I did Re-purchase a new machine on 9/30/23. Now, I our *********** statement reflects the charge for the old machine and new machine. I do not know how I could be held responsible for paying for something that that Sherman’s deemed scarp/lemon machine. I have been a loyal customer and have purchased many items from Sherman’s over span of the last 10 years. I would have expected this situation to have been handled in a different way.

  

  Business response

  10/10/2023

  Sherman's provided the customer a full store credit for the amount paid for the washer of $650.00. The customer reselected a washer more expensive of $1258.99 and additionally purchased an extended warranty, the difference amount is $917.39, and would be the customers responsibility. Sherman's has offered the customer to do a return of all the merchandise and provide a full refund or return the washer and provide the customer with a store credit of $650.00 again to come and purchase a washer in the same price range. Customer to call us back to let us know how to proceed. 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  - New washing machine delivered on Sept. 26th late in the evening and didn't work on its first try. - Called Sherman's on Sept. 27th and instead of exchanging the machine, they sent out a technician who said that the machine was not level and that could be the cause of the machine not working. - On Sept. 28th, I leveled the machine and it worked for one or two loads of laundry. - Between Sept. 28th and October 4th, I would guess that the machine worked half the time we tried to use it. - On October 4th, the machine couldn't get through a load and kept giving an error code. - Stopped by the store today, October 4th, and they agreed to send out a technician on Friday, October 6th. This isn't just bad customer service, selling broken appliances and refusing to make things right appears to be a bit criminal. - I have asked several times for a new machine because who wants a machine that doesn't work on its first use? As of this complaint, Sherman's is refusing what I consider reasonable customer service.

  

  Business response

  10/04/2023

  Shermans has a service agreement that should have been discussed with the customer at time of purchased, it includes information on our policy that states, once an appliance has been delivered and in the customers possession, if any functional issues occur, we are required to proceed with service if that option is available. Furthermore, management has reviewed this and approved an exchange for the washer and will be in contact with the customer to get this issue resolved. 

  Customer response

  10/04/2023

   I am rejecting this response because: the washing machine is an essential household item and it didn't work on its first use. This was hooked up by Sherman's.  Who would want a machine that fails to work on the first attempt?  Isn't there a lemon law? 

  However, as I was writing this, Sherman's called and did offer a replacement to be delivered on Saturday, October 7th. 
  

  
  

  Customer response

  10/04/2023

  Sherman's offered a replacement machine which is what I wanted in the first place.  I don't think any further action from BBB will be necessary. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased ********* kitchen appliances November 2019, received December/January. The $600 dishwasher began leaking water around the door bottom May/June 2023. Two service techs, 6 visits and roughly $500 the dishwasher still leaks. Have been told they cannot refund for parts. They offered to schedule another service call, we declined because I have no expectation they can resolve the issue. Called and left message requesting call from Mr. Sherman to discuss. Still waiting. We expected much better performance from a ********* appliance, and from Sherman's. Needless to say we are not satisfied with either and would caution anyone to avoid the same.

  

  Business response

  09/28/2023

  The issue with this customer has been resolved by management. We provided the customer a store credit for the amount the customer paid for service on the defective washer. The amount given was $451.79. 

  Customer response

  09/30/2023

  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.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For over 2 years been dealing with refrigerator. Original was ice maker issue. After 8 visits they gave new brand refrigerator that was not stainless and still ice maker issues. After 5 more visits determined main board. For all service repairs no specific time just date. So sit around hours waiting. Now lost meat in freezer and talked to a nasty complaint lady. Asked for corporate complaint and was told they had none. Said I would take original refrigerator back and deal with it and was told no. I spent 10.000 to buy 4 appliances and this is their answer. Tired of waiting days and days for no specified time. People work so you have to take day off to be here. This is unacceptable and I advise nobody buy from them

  

  Business response

  05/25/2023

  Management is currently working with the customer to get her issues resolved. Under the service contract agreement with manufactures, we are required to perform service on a unit until deemed unrepairable. We do have a technician scheduled to go to the customers home today with parts to get her refrigerator repaired. If the unit fails again after installing parts today, we will work with the customer to offer her a different resolution & this has been communicated with the customer. 

  Customer response

  05/25/2023

   I am rejecting this response because:
  
  They set appt for Wednesday then that morning called to say parts were not in. I took another day off and why did they make appt if parts were not there. Now coming again today. I explained to lady yesterday when I had to call them.  I said even if this fixed problem this unit is less than year old and I feared more problems. It is a lesser unit than I had first but I tried to work with it. I was told to give her a week to try to resolve with manufacturer but again made it clear I was expecting a replacement but not LG. I think over 2 plus years is long enough. Sherman's needs to replace at their cost. I bought 4 appliances in good faith and enough is enough. I repeated many times that regardless I wanted a different refrigerator.

  

  Business response

  05/25/2023

  Hello,

  According to our records as of today 5/25/2023, at 12:11PM, the customers unit was repaired and in working condition. The unit will also remain under the service warranty, if there are any questions on what the service warranty covers, we suggest the customer to review her manufacture manual or give us a call. If the customer experiences any further issues, we recommend her to contact Sherman's service & repair department for further assistance. 

  Thank you, 

  Customer response

  05/26/2023

   I am rejecting this response because:
  I was told they gave extended warranty and requested e mail to confirm. Was told by ******* she would send. Never got it. Also I said repeatedly I want replaced other brand as I do not believe this one will last. She told me to give her 7 days and she would work on it and if manufacturer wouldn't agree then she could do something. Less than a year and so many repairs. Sherman's does not in my opinion do more than put a band aid on it. I want a replacement not same brand. I was given a cheap version and not what I was told. They readily accepted money for 4 appliances I purchased. Sherman's needs to step up as this is beyond customer patience. For years I have tolerated over 13 visits for repairs between 3 refrigerators. Even service guy agreed this should be enough. Less than a year on this cheaper version and about 7 visits. Would anyone accept this. I received e mail that warranty terminated in June from LG. No ******* is not truthful to what was said. They record and it will prove I was told it would  be exchanged after LG denied claims. I have lost pay and even been lied to last week about parts being in. Took day and parts weren't there. Now another day off and still don't believe this will last. Sherman's does not give  a time so you have to take day and just wait around. No this is not resolved until I get new brand refrigerator.

• Initial Complaint

  11/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We placed a call to Sherman’s for an appliance repair on two of appliances that were purchased in October of 2017 and installed in our new house in December of ‘17 or January of’18. Our stove top has had constant problems and so has our fridge with the ice maker and freezing. This call was made in January of 2022, they came and didn’t even look at our fridge and said it wasn’t on their ticket and refused to look at it. Then they came back in February or March to fix the stove top, but he ordered the wrong part. And the fridge needed a part ordered. They have been stringing us along since. My stove top doesn’t work. And my fridge has a lot of ice forming in the back. They keep telling us a part is on order. It won’t specify if it’s for the stove or fridge. They hang up and don’t answer any questions. If I leave a message they call back and are very short with us. Our extended warranty will be up soon for our fridge so they will more than likely be charging us. Quite honestly I wouldn’t recommend their business to anyone. I can’t believe such a reputable company can just string people along and not provide any answers.

  

  Business response

  11/28/2022

  Management has tried to contact the customer to discuss this issue, a voicemail was left for the customer. 

*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. ↩