ComplaintsforOutten Brothers, Inc.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Cat Knapper lift chair two years ago due to having **** ***** ******* and ********** ***** in my back. At that time I purchased a 5 year extended warranty. Chair broke after a year and a half. They repaired it. Broke again in February of this year. Warranty company sent a service man out who looked at it and ordered parts. Took 2 moths to get the parts and several cells to get service. Have calledOutten Brothers mutipile times. They refer me to the service company. They are in willing to help get this resolved. Finally the warranty company sent a serviceman out. The parts that were sent were not correct and all the parts were not included. He took pictures and made diagrams of what was needed. Waited another month to receive the parts a second time. Service man came out again to repair and the wrong parts were sent and several were missing. He took pictures and requested the correct parts. This was May. Still No parts and I called the company again they said they would expedite it. Still nothing. I have been waiting 5 moths for this to be fixed. I am in need of this chair because of my health issues and this has but a great burden on me and my mobility. The warranty company is Ultra Sheild. I desperately need help with this matter.

  Business response

  08/25/2022

  Business Response /* (1000, 7, 2022/07/29) */ ***Document Attached***

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my couch in may i believe it was last year 2021 and i have had notjing bit problems with it i was told it was parts were on back order and the company they got cough and loveseat feom are not responding and now they are saying new couch is there to replace this cough i have it is leather they said but it in all craked up i have been dealing with this since 2/14/2022 i have ask for mobey back and they say they cant do that all i want is my money back soni can go get something that holds up

  Business response

  09/09/2022

  Business Response /* (1000, 14, 2022/08/09) */ Better Business Bureau 502 S. Sharp Street Baltimore, MD XXXXX-XXXX RE: ********* ******** Case#XXXXXXXX To whom it may concern: I am writing this letter in response to Ms. ********* ********’s complaint XXXXXXXX filed July 7, 2002. The Galaxy Lexus was purchased May 21, 2021. Within the first year of purchasing furniture the manufacturer covers most problems that arise. Ms. ******** has had problems in the past with the power buttons. Each time the power buttons were replaced. On February 14, 2022, Ms. ******** contacted customer service about the mechanism not working properly. We scheduled for our delivery technicians to go out and inspect the sofa on February 18, 2022. They concluded that the mechanism needed to be replaced. The part was ordered with Galaxy Furniture. Later in the day on February 18, 2022, we were contacted by Ms. ******** stating that the power button was not working again, and we ordered that as well. The power button shipped immediately but the mechanism was taking longer to ship. Most furniture manufacturers have a 4-6 month wait on mechanisms shipping. April 5, 2022, Ms. ******** contacted me about the seat cracking. Ms. ******** stated that she was told by her salesperson that this was real leather. I told Ms. ******** that this was not Italian leather but was not lower quality bonded leather either. Again, we contacted Galaxy about ordering a new seat. Several emails and phone calls were made to Galaxy about the time frame of when the parts would be delivered. We requested on several occasions for a credit for Ms. ******** since she has been without a properly working sofa for over 5 months. Responses were very limited due to a language barrier between Galaxy Furniture and ****** Brothers Home Furnishings. We contacted our Sales representative numerous times about the problems and possible credit with again very limited response. We offered Ms. ******** a new sofa to replace her sofa but she wants to pursue a credit. Outten Brothers is still trying to get credit from manufacturer for Ms. ********. Thank you, Heather ****** Customer Service Outten Brothers Home Furnishing 413 N. Salisbury Blvd. Salisbury, MD XXXXX Consumer Response /* (3000, 16, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) No i believe they should give me my money back this has taking too long and i have been texting them every couple weeks and they say that they are still waiting and i dont want a new couch when i have had all this problem with first one Business Response /* (4000, 21, 2022/08/24) */ RE: Elizabeth ******** Case#36191696 To whom it may concern: I am writing in response to Ms. Elizabeth ********’s rebuttal filed August 12, 2022. Ms. ******** may re-select for equal value of what she paid for the sofa and loveseat which is $3,499.90. Thank you, Heather ****** **************** Outten Brothers Home Furnishing 413 N. Salisbury Blvd. Salisbury, MD 21801

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