ComplaintsforGavigan's Home Furnishings

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a bed room set in June 2024 .Once the bed set was delivered we noticed that the headboard was changeable however the footboard was not . We asked to exchange the footboard as this did not see correct . We were told by the store manager that this could be done IF we had the original boxes that the set came in ! We did not have a choice in having the boxes as they were all removed at the warehouse prior to delivery . Also we were not disclosed that the entire bedroom set has a warning on the labels that we are at a health risk due to the set containing formaldehyde . This was not disclosed at the time of purchase . We do not feel comfortable having this set in our home being we were.basically not made aware

  Business response

  10/16/2024

  This customer special ordered this bedroom set. Please see the attached documentation and proof of signature on their sales contract.

  The ******* had been shopping Gavigans since April on this particular Cal King Universal bedroom set which we do not carry on our floor but they had seen it elsewhere.  They were shopping prices and looking for the best deal.   They couldn't make a decision.  Morgan (sales associate) had given the customer her cell # so they could keep in touch when they were ready.

  
  Fast forward : Sometime in May Mr. ****** popped in the store wanting to surprise his wife - just got pricing again to see what they were going to do.
  
  
  The ******* have been in the store multiple times without purchasing, unable to make the decision.  We had a Kincaid (Regular King Bed set on the floor) Mr & Mrs ****** was thinking of purchasing this set but what stopped them was they loved their mattress and did not want to make a purchase for a regular king.   I personally asked them if you are sure you have a Cal King Mattress because it is not common here but is in California.  They were positive they did and loved it.
  
  
  On June 29th customers came in to make their purchase for the CAL King Universal bedroom set after much debate with pricing.
  
  
  The office had reached out to me to make sure we wanted a CAL King - I told him yes the order was correct and that I had personally reviewed with the customer the difference between the two. 
  
  
  It is important to stress about the customer making the mistake not knowing the correct size of their bed.   We would not be in this situation if the bed was correct.
  
  
  Delivery was on Saturday September 21 - Received call from customer 9/22 their mattress will not fit - they wanted to exchange for a regular king they did not have a Cal King after all.
  
  
  I reached out to our rep with Universal- They will not take it back unless it was unopened and in original packaging.  
  
  
  Mrs. ****** was given pricing which was practically at our cost to help them out in purchasing the new pieces it would require for them to complete the regular king bed.  
  

  The ******** do not think it is fair to have to pay for the pieces - now they are finding excuses such as the labels on the furniture about formaldehyde.
  That they were never told about.
  
  Please see the attached documentation proving compliance with federal regulations regarding product safety
  
  The customer signed for and ordered exactly what they received. 
  

  
  

  Customer response

  10/17/2024

  
  I wanted to reach out as most this information provided by Gavigan's is irrelevant in the purchase of the bedroom set; As for us visiting the showroom several times and not being able to make a decision is untrue.

  What we asked the store after delivery 09/22 was if we could exchange for the King Footboard ONLY, as the Headboard that we received was universal and it also fit a King Bed, after being told by the manager that she would look into this and  she reached out to our rep with Universal- They will not take it back unless it was unopened and in original packaging. We stated this was not our fault that the packing materials were all removed at the warehouse prior to delivery, so how could we have the opportunity to exchange the merchandise?

  The manager then stated she would get us a price to replace the footboard/rails, at our cost due to the packing materials removed, which again was out of our control.

  Also, we did mention to her at that time, why was it not disclosed to us about the Formaldehyde, this was less the 24 hours since delivery that she was notified. The manager did not have an answer. Why does gavigans not know what they are selling to the consumer whether it was a special order or on the showroom floor?

  
  
  

  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  go new recliner had to put it together. chair was leaning to one side. arm didn’t meet on one side. the bottom of the chair is longer than the other side Arms of chair, one is thicker than the other Then there’s the smell to the chair, it smells like cigarettes. When you lean back in the recliner and bring your legs up it will spin up on you. chair rotates on it's own. All I would like is to get is a new chair. but if I can’t get a new chair. if I can't get a new one would like a full refund. I feel that I have done everything that they have asked me to do and then some. Since May 7th I have been working on this project and it shouldn’t take this long to get a resolution. Lee came out within a week to inspect the chair. I don’t know why he didn’t write down all the things that we spoke about. he wrote that it needed a new main mechanism. Everything we looked at on the chair is visible and clear. I feel that this is an injustice to me. The warranty is 6 months and here we are at 3 months. The warranty will be running out soon. This needs to be extended and they should honor whatever repairs are needed beyond the warranty. They told me the mechanism was ordered and will take 20 weeks to get. notes in my file 1. do not refund 2. The manager of the store was told to stay out of it 3. The inspector wrote that the main mechanism was bad and nothing else 4. I was told to call Amanda (manager at *****) I also called ***** (the Service Dept.) they are evaluating my request. contacted ****** ******* the Product service manager at ************ (************ is the manufacturer of this Recliner) I sent her an email with pictures. She said she would look into it. contacted the manager at the Forest Hill location in Maryland and she told me that they told her to stay out of it. Cynthia at the Resolutions Dept. looking into it called Amanda (manager at *****) Can not get through to her nor has not returned any of my calls.

  Business response

  08/10/2024

  Since the customer has chosen to open a BBB claim, the claim has been paused. The manufacturer warranty requires that we repair the chair. Please see below. The consumer can contact ******* to continue her claim, however we will not replace the set per the manufacturer warranty if it is repairable, this merchandise is indeed repairable. As stated previously, Gavigan's does not have smokers in the warehouse and OSHA would not allow this if we did. 

   

  Thank you

   

  LIMITED WARRANTY
  ************ conveys the following Limited Warranty to the original retail purchaser under normal residential use and does not cover any type of commercial, industrial, institutional, or rental use. This warranty does not cover “floor samples” sold or products designated “as is” at the time of purchase. This warranty does not apply to furniture intentionally misused, or to damage resulting from negligence, exposure, pet damage, chemical treatment, improper cleaning, or when heavy soiling or abuse is evident. This warranty does not cover damage caused by improper transportation.  This warranty is not transferable. This warranty supersedes and replaces all implied warranties of merchantability and use for a particular purpose.

   

  MECHANISMS AND SPRINGS
  ************ warrants to you the original retailer purchaser protection against defective materials or workmanship for three (3) years from the original date of purchase, based on reasonable use. ************ will, at its discretion, repair or replace the part of the mechanism that is defective. After the first year of use, the mechanism warranty covers replacement parts only and does not cover any associated labor or shipping costs.

  Customer response

  08/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:  there are many issues with the chair. I have sent pictures, and you can clearly see the problems it has.

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

  Business response

  08/22/2024

  Since the customer has chosen to open a BBB claim, the claim has been paused. The manufacturer warranty requires that we repair the chair. Please see below. The consumer can contact ******* to continue her claim, however we will not replace the set per the manufacturer warranty if it is repairable, this merchandise is indeed repairable. As stated previously, Gavigan's does not have smokers in the warehouse and OSHA would not allow this if we did. 
  
  Thank you
  
  LIMITED WARRANTY
  ************ conveys the following Limited Warranty to the original retail purchaser under normal residential use and does not cover any type of commercial, industrial, institutional, or rental use. This warranty does not cover “floor samples” sold or products designated “as is” at the time of purchase. This warranty does not apply to furniture intentionally misused, or to damage resulting from negligence, exposure, pet damage, chemical treatment, improper cleaning, or when heavy soiling or abuse is evident. This warranty does not cover damage caused by improper transportation.  This warranty is not transferable. This warranty supersedes and replaces all implied warranties of merchantability and use for a particular purpose.
  
  MECHANISMS AND SPRINGS
  ************ warrants to you the original retailer purchaser protection against defective materials or workmanship for three (3) years from the original date of purchase, based on reasonable use. ************ will, at its discretion, repair or replace the part of the mechanism that is defective. After the first year of use, the mechanism warranty covers replacement parts only and does not cover any associated labor or shipping costs.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We bought a recliner from the company on 2/16. It was delivered on 3/29. Ten minutes after it was delivered, I reclined it for the FIRST time and a rivet sheared off and is broken. I immediately took the broken part to the store and reported it, and the manager told me they would order a new chair. The following day I was contacted by a repair company and told that a technician would come to my house April 4 and examine the chair. On April 9, I was contacted by the repair co., *******, to say they were ordering a part. I again contacted the store and told them that I don't want a repaired chair, I want a new chair, and again the manager told me I would get a new chair. After 8 weeks I called the store to ask where the chair was. Then I started getting the run around. I called on 6/6,10,12,13, no resolution.On 6/26 another email from ******* saying the part was ordered. On 6/26 I spoke with ****** ****** at ******* and again on 7/3 each time stating that I don't want a repaired chair. Apparently ******* is the mediator between the manufacturer and the retail store. My contention is that I bought and paid for a new chair, I was delivered a broken chair from the beginning and I don't want it repaired, I want it replaced. I could understand fixing it if I had the chair for weeks or months and then it broke, then sure, fix it. But it was already broken when delivered, so I want it replaced. Gavigan's customer service is horrible. I documented all of this in an email to their customer service website on 6/26 and have never had any response. That is absolutely unacceptable. They have my money, I have a broken chair. I am in hopes that you might be able to help. This nightmare has been going on for 15 weeks!!

  Business response

  07/12/2024

  This customer's part arrived today. 

  Customer response

  07/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: As I so clearly stated, I DO NOT ACCEPT A REPAIRED OR REFURBISHED CHAIR, that is something I would expect in a CLEARANCE section of a store. I paid $1082.50 for a NEW chair, which I NEVER received. I received a BROKEN chair with a BROKEN rivet. And I was told by the store on the day of delivery that a new chair would be ordered. It's now been 16 WEEKS!!  Please order my new chair today.
  
  Sincerely,
  
  ***** *****

  Business response

  07/16/2024

  Per the manufacturer:

  ******** ***. guarantees to the original retail purchaser that we will repair or replace (including by substituting a different part), after proper inspection and at our option in our sole discretion, any part or any parts of our product which fail to perform properly because of manufacturing defects for the period of time from the date of purchase as set forth in the above warranties.

  Per Gavigan's signed contract from the customer's order: GF reserves the right to repair or replace at our discretion any product that has a manufacturing defect. 

  The part is in, please contact ******* to install and repair the chair. 

  Business response

  07/16/2024

  Part 3

  On 6-27, the customer was advised by the store that *******'s warranty requires an attempt to be made, and documentation of this. 

  Customer response

  07/17/2024

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

  The warranty begins when the furniture is delivered. What I ordered and paid for was never delivered because only a broken item was delivered. I will be happy to start the warranty period and to comply with all warranty stipulations once the original order is fulfilled. That order is for a new, unbroken chair. Please inform when this order will arrive. 

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

  Customer response

  07/18/2024

  Actually, Gavigan's last response is incorrect. They said that the MANUFACTURER requires that an attempt be made to repair. Yesterday I contacted the manufacturer, ******* Furniture, and spoke with Mr. **** *****, who informed me that the repair vs.replace issue is at the STORE'S discretion. I would like to offer a solution for the store:  order me my new chair, pick up the damaged one, have ******* install the part, and put it back on your showroom floor, possibly as a clearance item. It is the ethical solution, and the RIGHT thing to do. A sales contract between 2 parties implies that the item bought and paid for will be delivered. I am still waiting for that to happen. Gavigan's, please do the RIGHT thing, thank you.

  Business response

  07/18/2024

  Gavigan's does not resell any merchandise. Please see info taken directly from *******'s site again. 

  "Service
  ******** ***. guarantees to the original retail purchaser that we will repair or replace (including by substituting a different part), after proper inspection and at our option in our sole discretion, any part or any parts of our product which fail to perform properly because of manufacturing defects for the period of time from the date of purchase as set forth in the above warranties.
  To obtain service, contact your retailer. ******** ***. will honor reasonable and customary labor charges only for a period of one year from the original date of sale for the purpose of repair or replacing warranty parts. Your retailer will contact ******* for service in the determined event of a warranted manufacturing defect. Merchandise to be returned to the plant for service will be picked up at the retailer's store via ******* truck. Transportation arrangements between your home and your retailer should be made by you and your retailer. Any charges for transportation other than ******* truck are not covered by these warranties."

  Customer response

  07/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:  The ONLY sales contract that I ever signed states clearly on the back: "GF reserves the right to repair or REPLACE, at OUR discretion, any product that has a manufacturing defect." So, it is possible for you to choose to replace. I understand that in most cases a repair is appropriate because some defect appeared AFTER the customer had use of the furniture for a period of time. HOWERVER, in my case the contract was never fulfilled in the first place because my chair was broken BEFORE I ever received it. So this is the time, at your discretion, to choose to replace it. And again, it is the RIGHT thing to do as an act of courtsesy in consumer relations, for a customer who has been waiting since March!
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased furniture on 4/5/24 the total bill came to $5965.40. We accepted 12 months interest free financing. We had issues with the couches ( they weren’t able to fit in our from door) We went back 5/25/25 to discuss the issue and the manager, Mary told us we’d have pay 50 (yes FIFTY percent) ‘restocking fee’ which is not industry standard (10-25%) After much discussion they lowered the fee to 30% The issue is the original bill (first photo) doesn’t breakdown the individual costs of the furniture, so when we asked for the price she went back and made up an amount ( she stated a company comes during certain sales and creates ‘packages’ So she then shows us the breakdown which now includes a ‘finance charge’ of $119.31. This seems very deceptive. I wish to have that amount refunded because it wasn’t on the original signed bill.

  Business response

  05/28/2024

  Please see the attached signed sales contract for the above customer. There will be no additional refunds. 

  Customer response

  05/30/2024

  Better Business Bureau: I now realize what a terrible mistake I made by purchasing furniture from Gavigan's and will never again. Thank you for your assistance in this matter.

  I would like to reject the offer of Arbitration for complaint ID ********.

  Sincerely,

  ***** *****

• Initial Complaint

  05/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  About 2 years I bought a loveseat and couch that are power decliners on January 6th of 2024 almost 2 years since I bought this my couch recliner broke and will not decline about 2 months later my love seat recliners break too back on January 6th I put in a work order to have my furniture fixed the couch first and then the love seat they say they will give me a new couch but when I asked about my love seat they didn't have an answer for that so they gave me a store credit of $1,600 for my couch but since this is a matching set but since this is a matching set that will not work I've tried everything else except for going to court I just don't know why they will replace my couch but not my love seat

  Business response

  05/28/2024

  This customer has been issued a reselection for both pieces of damaged merchandise. 

  GHF has included a copy for the BBB records 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an item from this company that was more expensive than another item I had chosen from another store . I canceled the other stores order and decided to purchase the more expensive item that we really liked on their showroom floor . The associate had me do everything I had to do to get the furniture ordered and set up for delivery . I was NEVER told that the manufacturer of the product was no longer in business . I purchased this item and had it delivered the beginning of December . Here we are at the end of February I sit on the middle part of the sofa and the right side made a popping sound . ( I weigh 150) . I contacted Gavigans which had me contact Serveco for further help . A gentleman came out to view and repair my sofa and then I was told that it couldn’t be repaired due to a cracked plywood piece and a spring that had come out . He told me that he would send his report to serveco and typically they will get back to Gavigans and Gavigans would help take care of the issue . I contacted Gavigans myself after I was told from serveco two weeks later that my repair did not fall under their coverage . So now I’m stuck with a broken 3 seater couch that is broke . I would expect a company like Gavigans to back up their customers since I was NEVER told from the beginning what my coverage would be or that the manufacturer was out of business . This is scheming and conning if you ask me . Getting their money and then not standing behind their product .

  Business response

  04/02/2024

  Please see the attached signed, clearly shown Clearance NO SERVICE, NO RETURNS, NO CANCELLATIONS, AS IS. The consumer was well aware that this was a floor model on CLEARANCE as listed on the ticket that was signed. There are also boxes to note any issues with the items at time of sale. There are no checked boxes. Frames of merchandise are made with reinforced wood. They do not break easily. There will be no refunds or replacements. 

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: regardless the situation on being a clearance item /floor model ( in which I was told was not . I asked because I didn’t want something in my living room that everyone else’s has been sitting on in their showroom . Just makes more wear and tear on the product . Also she walked away and came back to tell us she did have one in stock . ) you should stand by your furniture to hold up longer than 3 months . I can understand if it was at almost a year or something . But 3 months! It’s ridiculous to spend that much money on something and it fall apart so fast. I had furniture from **** ********* for 6 years + having two babies . It stood the test of time and here we are with your item you sell on your floor under the Gavigans name and it already breaks within 3 months . All I’m asking for is a repair , a partial refund to choose something else or exchange for that piece of furniture ( not the whole set ). It’s really disappointing that Gavigans does not stand behind their products like they should . I understand rules but sometimes being a great business will go above and beyond to make their business rise . Once again , I was never told that this manufacturer went out of business . I feel like I was tricked from the beginning just to get this item off of your showroom floor. I really would hope that you would care and back up your customer rather than push it to the side like it doesn’t matter . 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  03/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Price change On January 26, 2024 I ordered a recliner from the Glen Burnie store for $1453.05 before tax. The chair was delivered on February 7th I went to the store on February 7th to ask a question about the chair and the price was reduced for Presidents’ Day sale to $1291.60 I asked for my card to be credited the difference, and was told only the manager could do it and she was off until Friday On Friday January 9th, I spoke to the Marlyn who was the rudest person I have ever dealt with and she informed me they do not “price match” I said I am not asking you to “price match” **** *** or ****** furniture I am asking you to honor you lower price. She refused and I said I would contact your corporate office and she replied go ahead. I did contact corporate on February 9th and spoke to Vanessa who said she would pass on my info and someone would get back to me, today is the 16th and I have not had a reply Desired outcome: I feel they need to credit my card $165.19

  Business response

  03/25/2024

  Gavigans will not issue a refund for a delivered sale that was purchased on a previous sale. The customer received their furniture on 2-7, went to the store on 2-14, and demanded the lower price showing for that particular item. This customer was advised of this by the store manager and GM, Marilyn. Gavigans will not refund any monies to this customer. Please note the abusive language used by this customer in our showroom when they were advised of non-refund. 

  Customer response

  03/25/2024

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

  gavigans states my chair was delivered on 2/7 which is correct,

  they also state I went to the store on 2/14 demanding a refund, which is incorrect, I went there the same day as my delivery which was 2/7
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/12/22 we purchased a Barcalounger recliner from R. Gavigan Furniture in Westminster but wouldn't arrive until late Nov. or mid Dec. Shortly after it arrived we noticed when someone sat in it, a 'screeching noise' started coming from the framework area and continued to get worse. In addition the seat cushion started to compress. It was obvious the framework was coming apart and with the deflated seat cushion it was difficult to get up out of the chair. This should not happen to a chair that was only a few months old and cost $1,965! We reached out to the management who sent a technician to examine the chair and yes, the frame was breaking and the seat cushion had compressed. My husband primarily uses the recliner on occasion when we're in the great room and he's not that heavy! The manager implied that if the chair was being used to sleep in, or used for long periods of time, it was being 'misused'! We didn't know there were time limits attached to using the chair! It was definitely not being 'misused' so she agreed to order a new framework to be installed. They've also ordered a new seat cushion but normally didn't do this. Getting the new parts is taking 6 or so weeks which puts us closer to the end of the original warranty. We requested an extended warranty as we fear this is going to happen again but was told the original warranty remained in place, would not be extended. We either want a replacement with a new warranty or an extended warranty for this piece. Basically we're stuck with a piece of junk.

  Business response

  11/21/2023

  Per the manufacturer's warranty,and factory, the repairs are able to be made and parts have been ordered. The customer is aware of this, and the timeline of replacement parts receiving. Once the parts are received, the consumer will receive a call to repair the merchandise. The extended warranty is through *******, and they do not extend warranties due to time for parts or repairs.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  GAVIGAN'S FURNITURE -- CUSTOMER ID ****** --SALE # ****** -- DATE 11/23/2022 We wanted two loveseats (in Macintosh SAGE) as displayed on showroom floor with matching ottoman. We were originally quoted a price of $1800.98 -- which manager Alvin B***** charged to *******'s AMX card. However, the 1st Gavigan Order/Delivery receipt only contained a Special Order for 2 ******* 636 Loveseats (Macintosh Sage) -- BUT no ottoman. The 2nd AMX receipt shows the ottoman charge of $285.30. Alvin B*****, then printed a new Gavigan Order/Delivery receipt for both loveseats and the ottoman -$2,086.28. We did NOT notice then that when he added the ottoman it was pattern Macintosh MIST-- NOT Sage. After the furniture was delivered in January 2023, I noticed that the ottoman appeared lighter than the loveseats; but since I have cloudy vision and the ottoman was lower than the loveseat, I felt that the difference was caused by the way the light reflected off the fabric. A neighbor also noticed the different shade of the ottoman. When I flipped the ottoman over, I saw the factory tag Macintosh MIST. When I checked the Gavigan Order/Delivery receipt, I saw that there were two different colors on the order for the first time. That Order/Delivery page has an unsigned line "I have received...this order and verified that it is correct"; and ALSO states "Special Orders cannot be cancelled or returned." The week of February 6th, we went to speak with Alvin B*****, who promised to consult with his general manager about our complaint. Both felt that we waited too long to report that we had received the wrong color on the ottoman. All they could do for us was order another ottoman in the correct color (Sage) and charge us the same original discounted price. Since the store manager typed the wrong color for the ottoman, we would like Gavigan's to take back the mismatched ******* 637 ottoman and deliver a correct matching ottoman (Macintosh SAGE) with NO additional cost or delivery charge.

  Business response

  03/01/2023

  Please see the attached signed copy of the customers original ticket. The response from our manager is that they are more than welcome to purchase a new ottoman, however the signatures and initials are on the ticket as well as the signatures, thus they received the merchandise as written. Thank you

• Initial Complaint

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Sofa and Loveseat 2/5- received 11/5- 1/28 i called and reported an issue with the furniture that was less than 3 months old- The seams of the couch are ripping-pillows are not staying firm, the main support of the couch has broken. The furniture is not old enough to have these issues-it was poorly made and faulty. I sent photos and videos- no one followed up- I contacted to store to find out the manager had quit-I asked to be transferred to the Regional manager and was re-directed back to a sales person in the store. He said I was supposed to send photos to the GM- but they never contacted me- how was I to know the person who had the originals quit? So i sent the videos and the pictures again. the couch has a seam that is coming undone- two cushions that appear to be too small for the couch- or from us sitting on it less than a month, have smushed so badly, it’s uncomfortable to sit on. And the middle support in the couch has broken. We don’t throw ragers, or have toddlers jumping on the sofa, and have managed to keep our pets off the furniture, so we don’t understand why the couch is doing this. It feels like we got a lemon, but definitely, not the showroom sofa that was in the store.

  Business response

  03/01/2023

  This consumer opened a claim with ******* on 2-15-2023. The consumer is aware that an inspection and documentation is required by the manufacturer and will be scheduled as of today, per her requests to the manager as well as ******* today. The manufacturer requires inspection of the merchandise before any action and wear and tear in the home is not considered damage. The customer spoke with the manager of the store, today. 

  Customer response

  03/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  They didn’t schedule until today for next week. 
  this claim was called in January 29th- furniture owned 2 months should not be tearing- this is not normal wear and tear, this is poor manufacturing. 
  

  I don’t care what the technician says- the furniture is very poor and falling apart- this furniture will need replacement. At this juncture- I don’t want their furniture- I want them to take it back and refund our money. 
  

  the fact that they schedule service so far out so a BBB claim can’t be fully resolved and will close out due to timing- is unacceptable. 
  I waited 9 months for delivery- I’ve paid on the furniture for 13 months- I had the furniture 2 months only before it broke. 

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

  Business response

  03/03/2023

  AS specified in our firsst response, Gavigan's follows the manufacturer guidelines, the set must be inspected before any further action can be taken. At this time we decline a refund, and await the technicians service report.

   

  Thank you,

  Vanessa

*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. ↩