ComplaintsforTalsma Furniture, Inc.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attached is a letter to the credit company and description of complaint.

  Business response

  08/28/2024

  Hello, 

  If there is any way that Talsma Furniture could assist here we will be willing to do so but Talsma does not handle the financing in house. We cannot make any changes to your credit history as much as we would like to. 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/12/24 I went to Talsma Furniture after talking the day before to ********************* a salesperson if she could get a Genova leather set I wanted in a color called steel she said yes.I went into the store on 4/12/24 she showed me the set in white which was in stock but she could get me the set in steel in 2 weeks or less the set was on clearance the sofa $799.99 and the loveseat $759.99 total with tax $1653.58 at no time was I told the set was a leather match I thought it was plain genuine leather and my invoice said leather sofa in steel leather loveseat in steel.the set was on back order and I did not get it in 2 weeks more like 3 weeks the manager did give me free delivery the first delivery could not get the sofa in and damaged the whole length of the bottom back of the sofa I told I would not accept it take it back they called their boss who sent 2 other men they brought the sofa in no problem and said they would repair it on the spot they used some kind of heating machine and stretched the leather it looked fine so I accepted the set my problem now is ever time you sit on the set the seat cushions slide forward and you have to push them back and fix them I called and spoke to customer service and they said someone will come on 6/20/24 between 9 and 12 the man that came told me they could sew a velcro strip under the cushion I refused because after time it would rip since the under cushion is material I never had a problem like this with furniture I am 71 and had many sets.the manager *************************** e-mailed me after we spoke about the problem and told me leather slips but the set is not genuine leather and the bottom of the seat cushions are material Ifeel like a was misinformed about this set from the start about it being leather I have been told from the beginning no refunds unless the store allows it.I hope you can help me I am tired of complaining to the store I am not happy with this set

  Business response

  06/22/2024

  Thanks for letting us know about your situation. Seat cushions on leather quite often are a fabric on the back side to allow for breathability. Cushions sliding can be a matter of how the person exits the sofa and if sliding around for that particular person the velcro idea is a splendid one. I would recommend that! We are pleased that our service department and manager have been so responsive to your issues. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress from Talsma's furniture 2-6-2024. I was informed by the salesperson that there would be a 30 day trial for the mattress which is why I chose to purchase from Talsma's. My husband and I had a pleasant experience while shopping for one. I slept on the mattress one night and my back has never been sorer and tried to exchange it but was told I cannot because I did not choose the mattress pad option. I didn't know that was part of the criteria of having a 30 *********. The salesperson did not disclose that at all. If I had known that, I would have purchased that no doubt since I just paid $1700.00 on a mattress I wanted to be sure was a good ********** very saddened and frustrated with the manager not assisting with this at all. I just would like to exchange for something that is better fit for my back. I do not understand why any manager would not assist with this. I feel like the President of the "family" company should know about this.

  Business response

  02/10/2024

  The customer stopped in with her husband on Wed during our manager meeting, they picked up the mattress the day before at the warehouse.No managers were here at the moment so ***** (sales) handled the customer. From what I was told, the customer was upset but ok to talk to, the husband was very irate and challenging to talk to. ***** explained the Sleep Happy Guarantee. The original salesperson explained the policy at the time of sale and the customer declined and signed the No ************ line on her sale. She was fully aware of the policy. 
  The husband came in later with his friend. While they were waiting for me to come to the front, the husband went into the back employee area to confront *****, he also grabbed **** (sales) to talk to, the husband assumed he was the manager. When I arrived up front the customer was face to face with ***** and very confrontational. His friend started talking to me about how I was a bad person because I would not allow a return. I walked back to retrieve the husband and get him away from ***** and out of our back room, we walked over away from the cash wrap. 
  The husband was very irate, he claimed that a hunk of plastic should not be why we don't return a mattress, that he and his wife sleep in separate rooms, and that he can not stand by while she cries because she is so unhappy with her new mattress. I re-explained our policy and offered our floor model if she preferred the comfort of that one. He kept stating that he had 30 days to make a decision and that he could return this. His friend told me they would fight this with their credit card company and that I needed to return this. The friend was brought along to intimidate and kept trying to upset me, sigh, they also did not like that I was female, they wanted a male to talk to and told me that then they would be able to get somewhere.  I never raised my voice, I was completely calm and even the entire time

   

  Customer response

  02/12/2024

   
  Complaint: 21264433
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Talsma and wanted a table on the floor that I loved but they did not have it cause they discontinued it so I bought another beautiful table with 6 chairs that I loved back in October or 2022 it all came to about ***** dolllars. Everything went smoothly till it came and the table and chairs were damaged so they left it so I could use it till they could bring another set. 2 weeks later delivered another set and damaged again so they left that one until they could deliver another one, then another table came and damaged again but the chairs were good this time so they left it and customer service contacted me and said that I could get a credit to the store for another table of have a table made by the factory specially for my and not out of the batch they had. I went to the store and did not see anything that I liked better since is all that I could get was credit that I decided to see how long it would take and have a table made. After 4 times of the table being damaged I went with having one sent straight from the factory and they said it would be ready for delivery about the end of February beginning of march and so march came and I messaged them and asked when I will get my table and they said that the factory now said that it will be the end of April. Wow, thank goodness they are letting me use this table till I get my new one but what a mess and not happy about the wait for good quality furniture almost 5 months now and now I would prefer my money back because its way to long to wait and the hassle but they wont refund my money for a product I cant get and who knows when and if I will. I have been in contact with them and they tell me they are doing everything right but to me the wait is to long and they should refund me my money because its going on over 5 months and I didnt agree to this. Whos to say it not going to be damaged when it arrives again! Not happy, even the delivery people are tired of dealing with this over and over again.

  Business response

  03/23/2023

  Sure do agree with you it is too long but we want to get it right and not use the stock the factory has because obviously this is not working out. This is why the process is longer and we have you using the table for the mean time. If you would prefer to reselect now instead of waiting that would be fine. 

  Customer response

  03/23/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bought furniture from TALSMA since 2000. Weve moved 6 times and continued to purchase more furniture from TALSMA. Once we had them deliver a sectional to *******, **. Ive been fairly satisfied, other than for their lack of an educated delivery team. We bought $4k worth of office furniture that was delivered on a very wet day. The office for the furniture was within 2 of the front door. New Carpet had recently been installed so I asked the delivery men to remove their dirty wet shoes. I felt it was evident that they werent pleased. I provided disposable booties to them. Im not sure if they knew what they were used for as they slipped them OVER their shoes and continued to walk outside into their truck to retrieve additional items. I finally asked them if they could bring the items in and leave them in the foyer, then take their shoes off, THEN move the furniture into the room where dirt marks were already evident. It turned out that two pieces of the ****** Office collection were quite damaged. We waited for replacements and then went through the same scenario with dirty shoes, etc. Today my complaint is in regards to quite a bit of damage done from the delivery of a small set of Amish Bedroom Furniture we also ordered. It arrived just prior to COVID 2020 and was to be placed in a lower level bedroom. We have a baby gate at the bottom of the stairs to contain our cats who are 12lbs, to the lower level only. I offered to remove the gate, but the men stated no need to as the pieces were small. After they had left, I noticed the gate on the floor, with a mess of drywall and paint pieces. I sent a photo to **** TALSMA who assured me reimbursement for repairs. The bed required new parts to be ordered. The repairman gauged the walls deeply. Assurance of reimbursement was again provided. We were unable to hire a contractor until COVID laws were lifted. Schedules were booked out. I sent **** an update on the delay of the repairs. She now refuses reimbursement.

  Business response

  04/02/2022

  Tell us why here...Sorry for the delay, I did receive this but I was reviewing the claim so that was taking me a while to find all the information I needed to respond.
  
  So,I have dogs too and a baby gate to keep them from parts of the house and am speaking from personal experience.  I know that my baby gate causes wall damage because it works on pressure. Others will cause damage if they are physically installed into the wall.  I know there was no other option than to remove the gate to deliver the furniture.  We recommend that the path to deliver the furniture be cleared before delivery by the homeowner. 
  
  We are not going to cover any more invoices at this point.
  
  Thank you for understanding.

  Customer response

  04/05/2022

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

  Dear Mr ********************************* asked why here, Im assuming you are referring to my complaint for the repair of damages that not only happened on one occasion, but on two separate occasions, two separate rooms, two separate repairs.

  Both of these incidents were brought to the attention of **** and both received the same promise of reimbursement for repairs required.

  **** apparently changed her mind on deeming these repairs the fault of your delivery men in regards to the baby gate in which they were adamant about me not needing to move it  In fact, the damage occurred when they left, (not when they were bringing pieces of the twin bed and nightstand chest downstairs. I also found it interesting that **** assumed that I use this gate for a dog?? She made the comparison as you mentioned with dogs basically having the tendency to be hard when gated in an area. As I mentioned, our use for the gate is to keep our (2) 12# cats from coming upstairs. The repair with new paint was completed 4-5mos ago and its still looking perfect. I can attach a photo. The gate was busted right off the walls and the drywall chips were photographed and sent to **** immediately after the men left. I attached the invoice for the gate repair. Now, my sons room received a deep deep gauge in two places on his walls while I saw it happen. No one had any excuses for why you wont be covering the cost of these accidental damages on freshly painted walls? Why is this? Between COVID delaying me the ability to hire anyone to fix the gate and the sudden death of my husband which was pure devastation since the news of his passing came from a sheriff at my front door, Im finally getting the invoice out as requested by **** ********* yet to have my sons room repairs due to the depth of the gauge in the drywall and needing to find quality repair with someone that my disabled son is comfortable with. Hes already had multiple repairs to the Amish Bed Set and the trundle is still not working correctly. Im not asking for any further repairs for that, nor am I asking for the cost of carpet cleaning from the office furniture mess. You should actually be concerned that your daughter replied to my email in the unprofessional way that she did; Hey **** *** Do you need me to resend my prior email? We arent paying for any repairs! I was shocked to receive such a fowl reply. 
  The invoice for the gate was attached previously. The repairs for my sons bedroom drywall, supplies, and new paint was estimated at $400. Both incidents totaling approximately $840.

  Im willing to send a photo of the gate as it stands in perfect condition yet today after the repairs as well as photos of my cats. 
  

  Why would you take responsibility when this incident happened and not now? Especially after all of the furniture Ive purchased for over 22yrs??? I listed TVs addresses on my email to ****. Youll find out very quick that I was a TALSMA only furniture buyer. 

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

• Initial Complaint

  02/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I visited Talsma Furniture in *****************, **. Like most furniture stores, the sharks started swarming as soon as I walked in the door. However, I found my experience at Talsma to be worse than other furniture stores. I accepted a very important phone call as I entered the store so I sat down on a sofa to finish my conversation but this didnt stop the saleswoman from rudely interrupting my call and shoving her business card in my face. This behavior is rude but its not the basis of my complaint. I did proceed in buying furniture that day and set up delivery for the following week. Talsma Furniture cant provide a time of delivery. Its basically an all day window but they did offer to have the driver call me at least 30 minutes before delivery which would allow me time to get home to accept the delivery. This did not happen. I received a text that read well be there in 10 minutes and I wasnt able to get home in time. Luckily, my electrician was working at my home so he accepted the delivery on my behalf. I arrived home to discover that the wrong nightstands had been delivered. They simply were not the same night stands I purchased. I called Talsma Furniture the very next morning and spoke to my saleswoman, ***. She told me the night stands could be picked up when I had other stuff delivered and then asked when I could come back into the store to look at the sofas we had discussed previously. She was more interested in trying to sell me more furniture when she should have been finding the nightstands I purchased and having them delivered! The conversation ended with my understanding that I had to buy more furniture in order for them to pick-up the nightstands that I didnt even order in the first place! Later, *** texted and said I had to bring the nightstands back myself and ( ASAP ) because they dont usually accept returns. They delivered the wrong items and wont refund my credit card. They are pushing a store credit instead. I dont want to shop there.

  Business response

  02/24/2022

  We are sorry about the confusion of which night stands you wanted and would be happy to refund the credit card. As we don't retain credit card numbers please call with the card number and we will promptly credit. 

  Thanks! 

  Talsma Furniture

  Customer response

  02/25/2022

   
  Complaint: 16803937
  
  I am rejecting this response because my credit provider does not recommend giving my credit card number over the phone . This provides opportunity for someone to write the number down and then misplace it or fail to dispose of it securely. All of which, could have a negative impact on my credit. Further more, I was inconvenienced by having to return two large pieces of furniture that Talsma delivered to my home in error. During that visit to the store I should have been made aware of their need to access my credit card in order to process my return. Instead, the sales woman, ***, was more concerned with her commissions and deceptively planned to issue a store credit instead. She never mentioned or asked me to provide my credit card while I was in the store returning the night stands. Talsma furniture has clearly displayed unethical business practices and I will not take any more risk by providing my credit card number over the phone and I have no intention of ever visiting their store again. I refuse to subject myself to the stalking vultures that swarm as soon as anyone walks in the door. The salespeople at Talsma are absolutely the worst Ive ever experienced and I will not do it again. At this point, they need to issue a check and mail it to my home address. I will not accept any further inconvenience by their lack of customer service.
  Sincerely,
  
  ***********************

  Business response

  03/07/2022

  Good morning- We certainly are careful with credit card numbers, thus the reason that we don't use equipment that stores these numbers on site. We do need to refund to the same method of purchase.  

*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. ↩