ComplaintsforIvan Smith Furniture Company, Inc.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sofa on 9/5/24 paying $3800.00 for I thought was a Quality piece of furniture I called the manager after having the peace for one week to tell them that the leather had already stretched out and was not enough stuffing in it, which looked like it had been used for a year or more already. They sent a service person out, but all he would do is take pictures I contacted the district manager because nothing was done so he sent the same gentleman out for a second time and again this man would not touch it or would not sit in it to see the problem completely all he would do is take pictures of it which was not showing all the problems. I contacted the district manager again and all I was told is this is a comfort problem, not a warranty problem, which is totally wrong. The sofa clearly does not have enough batting in the furniture, which makes it worn out feeling and looking, and I purchased this because my daughter had had four hip surgeries in a row and needed a piece of furniture that could be supportive and good quality for her. This has a lot of electronics to it with heating elements and also massage for therapy, I’m very disappointed in Ivan Smith. I will never purchase another piece of furniture from them. This manager and district manager of the Longview Tx will not stand behind the furniture they sell or the ,quality of this piece is very disappointing and I’m now stuck with a sofa that clearly has a warranty problem that I’m basically told is a Comfort problem, not a Warranty and that I could return for a 20% restock fee or just keep it and they would close out this problem . Again this is a warranty problem and I should not have to pay $800 to restock something that is not something I caused and clearly came from factory this way ! I should be fully refunded 100% of what I paid! just saying buyer beware with this company because they will not stand behind anything they sell to help you out very dissatisfied customer!!

  Business response

  10/24/2024

  Ivan Smith Furniture has been in business since 1961.  It is a Family owned business that prides itself on "Serving" the Customer.  When there is a problem with a piece of merchandise, we dispatch trained Service Professionals out to assess any problems that the Customer may be having.  There are certain guidelines put in place to determine whether or not the issue that a Customer may be having is a defect or if it is something that can be addressed by one of the Company's Service Technicians. 

  Leather is the hide or "skin" of an animal.  One of the characteristics of leather and/or animal skin is, it responds to body heat, body moisture and repeated stress from being used.  When the Service Tech went out to assess the concern, it was immediately determined that the piece had the markings of being used, on top of that, it is "motion" furniture that is pulled in different directions when the recline mechanism is engaged while someone is seated.  The pictures that the Customer sent mimics that of the piece that is on the Showroom Floor. Using the Furniture will cause the Leather/animal skin to stretch.  Depending on the length of time spent seated on ANY Leather piece, you will be able to recognize indentions or impressions where someone spends time sitting.

  The Sales Invoice clearly states the conditions for returning, and because of the time frame involved, we are unable to honor the request for a return/refund.  We do not manufacture the furniture that we sell and because of this we give our Customers ample time to try out and ask questions about the product(s) that they are interested in. 

  The surgeries that the Daughter had may have warranted a "medical grade" piece that would provide the kind of support needed for someone recovering from that type of surgery.  Maybe a "Lift Chair" would have been better suited, but Ivan Smith Furniture cannot make those types of suggestions.  When a Customer comes in to purchase a piece of furniture, we are prepared to answer questions and offer different coverings etc.. but never suggest than any piece would be a match for someone recovering from any type of surgery.

  Warranty covers Manufacturers defect.  Had the merchandise been returned in the manner so stated in the disclosure on the Sales Order receipt, there may have been something that we could have worked out with the Customer.  The "Restocking Fee" charged is fair due to the fact that the merchandise was in the Customer's possession for a period longer than stated in the disclosure on the Invoice, and the merchandise would then be deemed "used".  

  Ivan Smith Furniture does stand behind the merchandise that it sells. The 60 plus years in the Furniture Business speaks.  We will not be able to make everyone happy with certain decisions that will be made, and some of those can seem unfair because of that.  NO Furniture Company will allow anyone to keep and use merchandise for a period of time and then allow them to return it for a full refund. Every Retailer has "Terms and Conditions" for "Returns and Refunds", and when those "conditions" aren't met, being accommodating in this manner is not possible. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Purple mattress from Ivan Smith in Crossett, AR. Prior to this purchase, I researched Purple online and knew that it came with 100 day trial period. If you're not satisfied for any reason in that 100 days, you can return the mattress for a full refund. After sleeping on the mattress for approx 1 month, I am waking up with back pain and numbness in hands/arms. I called Ivan Smith on/about 8/30/24 to start the return process and was told someone would be in touch the next week. The manager called Monday, 9/2/24 and informed me that they do not honor Purple 's 100 day trial guarantee and that my only option was a one time exchange of the mattress. I informed the manager that I do not want another mattress and was told I could have store credit, but only have 7 days to use the store credit. Even if I wanted store credit, which I don't, I'm not prepared to buy new furniture in a week's time. I want a refund based on the 100 day risk free trial advertised on Purple's website AND Ivan Smith's website. I am including screenshots along with this complaint. One is from Purple's website showing that they list Ivan Smith as a local dealer where you can try the mattress for 100 days risk free. One is from Ivan Smith's website stating that purchase of a Purple mattress comes with 100 day trial, and one is a definition of "100 day trial". I spoke with Ivan Smith corporate office today and was told the 100 day trial is for exchange only. This is unacceptable to me. I was trying to do the right thing and "shop local" and now I'm stuck with a mattress I hate because they didn't want to honor the return policy clearly stated online.

  Business response

  09/16/2024

  Additional information is needed.  Unable to locate a Sales Invoice for ******* ****.  Unable to locate a Sales Invoice with phone number.

  Customer response

  09/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The sales invoice will be under my wife's name, **** ****, phone #************.  I apologize for not stating that in my complaint.  
  
  Sincerely,
  
  ******* ****

  Business response

  09/19/2024

  We appreciate the Customer understanding that the name that the Complaint was lodged did not match the Sales Invoice, thus hindering our ability to respond sooner and more completely.

  After reading the Complaint, we will have to say that we stand behind our decision because we post the "Sleep Guarantee" in its entirety.  We sell "Purple" Products and stand behind the "Sleep Guarantee".  As with all of our Vendors that offer a "Sleep Guarantee", there are conditions attached that qualify the Guarantee.  Please find the "Disclaimer" attached.  

  What the Store Manager relayed to the Customer was that we could not give a "Refund".

  Customer response

  09/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  
  It says in your "disclaimer" that purchase of a Purple mattress gets you a "100-night trial".  How am I supposed to know that this differs from the 100-night trial described on Purple's website?  Based on what we read on Ivan Smith and Purple's website, we were led to believe that we had 100 nights to "try" the mattress and could get a refund if we were not satisfied.  The sales associate never said anything different when I asked her, and we were not given a copy of the store policy, nor was it discussed with us prior to purchase.  I would never have spent over $4000 on a mattress without a guarantee.  Now that we have "tried" the mattress and don't like it, no one wants to talk about the misleading information on your website, or lack of information provided by the sales representative.  

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

  Business response

  10/03/2024

  After reviewing, our Senior Bedding Buyer has decided that it would be in the Company's best interest to allow the Customer to return for a refund with conditions. The other Company that they had the same issue with was an indication.

  Ivan Smith Furniture stands behind the merchandise it sells.  All of the warranties that the Vendors offer, we serve as an extension to validate according to the Terms and Conditions of that warranty.  In the event of a disagreement like this one, we reserve the right (as given by this Vendor), to handle in a manner that is convenient for the Customer, Ivan Smith Furniture and the Vendor.     

  Customer response

  10/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The "conditions" of the refund they are offering include me paying an $800 "restocking" fee and purchasing sheets I was given free as a promotional item.  This would have me losing approximately $1200 and I have already stated that I want a full refund.  You claim in your response that you "serve as an extension to validate all warranties the vendors offer".  Purple offers a full refund with no restocking fee and promotional items are free regardless if the mattress is returned.  

  I'm not sure what is meant by "the other company that they had an issue with is an indication".  We have never had an issue with another company.  I would also like it on record that them coming up now saying they honor all warranties that the vendor offers is the first time this has been said.  In all previous discussions, including responses to this complaint, they have stood by the "it's up to the store" defense.

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

  Customer response

  10/08/2024

  Just letting you know so you can close out this complaint - I am returning the mattress to Ivan Smith for a partial refund.  They are keeping $800 for a "restocking fee", which I still didn't agree with, but I don't want this to drag out past the 100 day trial period be out ALL my money and stuck with a mattress I hate. Thank you for all your help.  I truly believe I would have gotten no where with this company without your intervention.  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife and I purchased furniture from Ivan Smith furniture and used their financing in 2019. We paid it off in full early with no issues. Ivan Smith with SYNCB have continued to pull my credit multiple times a month. I have attempted to call the number provided on my credit report as well as their finance department with no success.

  Business response

  08/19/2024

  Ivan Smith Furniture has an entry stating that an account was opened 1-7-2020 2:09:05pm for the Customer.  There are no other entries.  Once an account is established with Synchrony Bank, a line of Credit with a Credit Limit remains open as long at the Customer remains in good standing with Synchrony Bank.  There wouldn't be an instance or need for Ivan Smith to rerun the Customer's credit for Synchrony,  Our records do not indicated that any other mode of financing for Synchrony was accessed.  If the Customer has proof of this, please share so that we can look into the source.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought furniture with a warranty its been about 3 months and they can't give me a ETA on this .I will never buy from them again.

  Business response

  06/29/2024

  The Ivan Smith Furniture Service Department has been in touch with the Customer concerning the Warranty Claim filed.  The part(s) needed for the repair is backordered.  It is our regret that the Customer has been inconvenienced for an extended period, but unfortunately, the Staff shortages that many manufacturing Companies are experiencing along with components that may be imported, are explanations for the delay.  After reaching out to the Vendor requesting information, it remains an issue with part(s) being backordered.  As soon as the part(s) arrive, we will take care of authorized repairs given by the Warranty Company.   All authorizations for repairs and/or replacements must be given by the Warranty Company. 

  We referred the Customer to the Warranty Company so that they could speak to a Supervisor.  Also noted, the Customer states that they were having the same issue with the other side of the furniture piece.  The Customer was encouraged to file a claim for that occurrence as well.  All issues and occurrences must be documented in order for the Warranty Company to make proper assessments concerning repairs and possible replacement.  These assessments will help the Warranty Company to determine whether or not a replacement is needed.  The Customer was given documentation at point of sale outlining details of Their extended Warranty Coverage. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a refrigerator from Ivan Smith in Winnfield La! It’s 2 years old and has a 5 year warranty. I have already had the filter system changed in it the first month I had it and now the compressor has went out around the 8th of February! The warranty company only has one person who can perform a seal system repair and between him and parts the earliest that they can repair the fridge is March 13. This is unacceptable for our family to be without a fridge for over a month due to repairs and I have a 5 year warranty and it cost me over $3000! I have been getting the run around from the warranty comp, the store in Winnfield and the headquarters in Shreveport each pointing the finger at each other!

  Business response

  03/06/2024

  Ivan Smith Furniture and Appliance does offer Extended Warranty for all Appliances that we sell, to cover the price of any repairs and parts within the Extended Warranty period.  Unfortunately we have no control over the amount of time the Warranty Company handle(s) the repair.

  Most every Company is hurting for Staff and most Service Industry Companies are struggling and have been dealing with staff shortages since the onset of the covid pandemic.  We are in no way excusing the delay, but simply offering a possible reason for the delay.

  We have been reaching out to the Vendor expressing the urgency, and are caught in the middle as well.  Between the Manufacturer and Extended Warranty Company, our hands are tied. 

  Although the repair may not happen in a more timely manner, the plus is that you do have the coverage to ensure that the repairs will be made without further expense.  This same situation is being played out with countless individuals in need of Appliance Service repair being handled through a Warranty Company.  We are deeply saddened for all of your inconvenience.  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Ivan Smith workers that delivered my furniture stole a vape from my house . I called the store and they haven’t done anything to help me

  Business response

  02/24/2024

  Ivan Smith Furniture will NOT and does NOT tolerate theft of any kind.  The accusation of theft is very serious and should only be voiced when there is absolute proof of such behavior, after all other possibilities have been exhausted.

  After questioning the Driver and the helper, they maintain that they did not take the Vape.  Neither of them are smokers and in these times with all of the different strains of covid that society is dealing with, to use something that has been introduced into a person's mucus membrane could prove to be potentially problematic for the health of another.  If our Driver and Helper were filmed via security or surveillance video, our response would of course be much different.  Ivan Smith Furniture will be unable to provide compensation based on an accusation.

   

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a bed tried to return it could not afford it due to a death in family which was my mom I had to pay for her funeral out of my pocket I asked them could I return it they said they don’t repossess but I couldn’t afford it so I thought returning it was the right thing to do.

  Business response

  02/05/2024

  We would like to First and Foremost extend our Condolences for the loss of your Mother.
  

  We would also like to be of assistance, however, there is more information needed concerning the name of the Mother and/or Account Owner.  Please provide additional information or give me a call: ***** ********.  I will be waiting for your call.

   

  Customer response

  02/06/2024

  
  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,
  
  ***** **********

  Customer response

  02/07/2024

  I’d like bbb to handle the situation 

  Customer response

  02/07/2024

  I’m not satisfied or comfortable with talking to anyone from Ivan smith due to them harassing me on my job I made several payments on the bed. I ***** couldn’t afford to pay on the bed because of funeral cost of my mother’s funeral. I was trying to return the bed but I was told they don’t take items back but instead they decided to harrass me which was uncalled for when i offer the bed back and wasn’t trying to steal it just had to bury my mom out of my pocket they did not try to come up with a better solution even though I thought returning it was the right thing I never tried to steal it I made 3 payments on it I even got evicted so I couldn’t pay rent all my things were thrown out on the street by the city Marshalls so I don’t want to speak with anyone because I was treated poorly and they are very unprofessional 

• Initial Complaint

  03/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have bought two house full of furniture from Ivan Smith in Natchtoches La and this time I purchased another washer/dryer for a new home I had purchased. the delivery man came and delivered the merchandise and they were advised to place the mats on the tile floor but they said they had been doing this for a while and knew what they were doing. well they ripped the tile in my kitchen floor and never said anything about it, they just unloaded and left. I contacted the office in Natchitoches and they sent a floor man out and he was unable to repair the floor with piecing it together and that was NOT going to happen. they offered me 350.00 and I told them ok because they stated that's what it would cost to repair the floor but it cost me 1700.00 to have repaired. so I will never buy anything else from Ivan Smith Furniture as long as I live they are a joke. and I have and will continue to tell all my friends and anyone that ask. and they never once said they were sorry this happened at any point.

  Business response

  03/16/2023

  Sometimes things happen during the delivery process, and Ivan Smith Furniture works with Customers to rectify these incidences.
  
  On November 23, 2022 a Laundry pair was delivered to the Customer. During the delivery the Customer's floor was damaged. There was some debate as to how the floor was damaged, but nevertheless, Ivan Smith Furniture offered to take care of the damage.
  
  A Contractor contacted the Customer, and an assessment of the damage was made. Flooring had to be ordered to replace the area damaged because that particular type was not currently in stock. As time passed, the Customer became impatient because it was taking so long for the flooring to come in.
  
  Due to the delay with shipping and the Customer's frustration with the waiting, the Customer was offered monetary compensation for the flooring instead of continuing to wait for it to come in and have repairs completed. The Customer accepted and signed a "Release of Liability" on March 3, 2023.
  
  Looking at the price that the Customer spent to "repair the floor", it may be that the entire floor was replaced instead of repaired.
  
  Ivan Smith Furniture has ALL communications and documentation related to this incident. To accept compensation and "Sign" a Release, it is unclear as to why the Claim was made to make Ivan Smith Furniture seem less than Forthcoming concerning taking care of the Customer.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Order a replacement part for our couch. I called today 2/17/2023, to inquire about the part. I was told the part had came in on 12/20/22 and that one attempt to contact us was made on that date. I asked why there was no follow up call or email and was told that they are ver busy at this time. I have a hard time believing there is not a better process in place to contact customers once their furniture or parts has arrived

  Business response

  03/14/2023

  Business Response /* (1000, 5, 2023/03/01) */ The Customer had an issue with Their Merchandise and repairs were needed. A replacement part was ordered 12-7-2022. The part came in 12-19-2022 and the Customer was contacted 12-20-2022. The Customer Service Rep posted that there was a voicemail informing callers that They were unavailable due to a vacation. Paperwork was placed in a file pending Their return. The Customer did not state how long they would be unavailable and we assumed we would hear from them when they returned. We are Truly sorry for the mix-up and perhaps we should have reached out again. Most Customers after being away, will reach out to us advising that they have returned, or when they will be returning. We will take care of the Customer and complete any repairs associated with the Service Request. Any time there are concerns, the Customer is Absolutely free to contact us with those concerns.

• Initial Complaint

  11/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am reaching out on behalf of my mother she placed a mattress and box spring on layaway around March 2022 and paid off the layaway on June 28, 2022. Her mattress was delivered on July 1st. Called on Monday to advise the mattress was sunk in on the right side. Manager came out and advised it was off, but knew they wouldn't exchange it and suggested we go buy something to prop the bed better to pass the mattress audit when the tech came out to measure it. She shouldn't have to go through so much stress when he confirmed and seen there was an issue. The tech came out and did the measurements. Followed up and was told she couldn't exchange the mattress. Now, she's stuck with a used mattress. Ivan Smith should absolutely do the right thing by exchanging her mattress. Do the RIGHT THING PEOPLE!

  Business response

  12/13/2022

  Business Response /* (1000, 5, 2022/11/29) */ Ivan Smith Furniture has a Customer listed on the Invoice as being ***** ****. Ms. **** contacted the Store concerning a support issue with the Bed purchased May 2,2022 delivered May 4,2022. A Service Tech was sent out and discovered that one of the foundation support systems was missing a leg. Parts were ordered and the repair was completed May 24, 2022. This is documented. We have no documentation stating that there was an issue with the Mattress, only the Bed. It the Customer is having an issue with the Mattress, we would be more than happy to research and assess the problem(s). Consumer Response /* (3000, 7, 2022/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an example of what you have to go through with dealing with this company. They are not willing to listen nor read. This is NOT about my purchase, 2 different purchases. Her purchase is under her name. The person name is listed above. My mom is still having to sleep on a USED mattress. Please review this issue like you cared or better yet treat this case as if it was your parent having the same issue! Please provide her with a new mattress. Thank you Business Response /* (4000, 9, 2022/11/30) */ I responded to Complaint #14034916 ****** ****. After speaking with Store Manager I was able to obtain additional information concerning this Complaint. There were multiple Service request and I failed to look at the one that matched the Name on the Complaint. I used the phone number included in the Complaint and pulled up another Service request that was for the Bed. This is a Mother/Daughter purchase. So, the issue with the Mattress as so outlined in the Complaint is one that does not meet the Manufacturer's definition for "defective". Before they approve an exchange/replacement, certain criteria have to be met. After 90 days the Customer can request another measurement to see if the indention meets the criteria for an exchange. The Store Manager shared this information with the Customer. I am so sorry for the confusion concerning this Complaint and my responding to the issue with the Bed. Sincerely, ******* ******* J. ****** **** ***** Furniture Corp. Ofc. Consumer Response /* (4200, 11, 2022/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The manager did contact my mother on 12-01-2022 to advise she could come pick out a new mattress. We arrived at the store on 12-03-2022. When we got there I spoke with **************** he asked us to go to the mattress room while he goes to get the lady who sold her the first mattress. Her name is ****** ***** came where we was and my mom found a mattress she liked, which was higher than the other. She asked if she would have to pay the difference, she advised yes. So, I asked where was the mattress she purchased the first time for an even swap because it was no longer on the floor. ***** advised they were discontinued. She paid the difference and I called the following day to ask ******* if the mattress is discontinued why make her pay the difference, it should be an even swap. He then advised she could get the one she had previously had. I told him the mattress had been discontinued. He then said it was just a name change. The mattress was still higher, so she still would've been out of more money. We left it alone and let them deliver the mattress she picked out. The mattress is fine, the issue now is the foundation. The bed sits really LOW because they gave her a low foundation with the first mattress. I asked if they can give her a foundation to fit the mattress, so it'll sit up for her. He said we would have to pay for it. This manager/company is a rip off and could care less about their customers. It's all about the money and they're selling cheap material at high priced value! We will be taking our business elsewhere! If you want to right a situation, make it right. Don't half do it.

*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. ↩