ComplaintsforTaylor's Furniture & Bedding

• Initial Complaint

  05/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased original couch 10/8/22 in full for $4266.80. Delivered 12/9/22. Contacted Taylor's, rep **** 20 mins after delivery. 7 things were wrong with the couch, that should have been found during quality control. Emailed all pictures that same day to get this resolved. Had to hunt down **** every step of the way to get responses as weeks would go by with zero update or him stating he didn't have time to address this. Multiple calls and emails were sent. Replacement couch delievered 3/18/23. 1 week prior I spoke to ***** to set up delivery, she volunteered to make sure nothing was wrong with this couch due to previous she would put the couch together, look at it take pictures and email since it was a week out. She never did that. Couch was delivered damaged, couch feet still in original packages. Contacted Taylor's 10 mins after delivery to speak to ****, he wasn't able to talk- left message. Emailed pictures of the cut in the fabric on the corner peice of sectional, that the couch was coming apart / nails popping out along the side. One response " can't do anything until next week" never heard from him until I emailed again to follow up the following week. Followed by more excuses he "forgot" to do something or follow up. Weeks/ months dragging out to get the couch fixed. Finally referred a company to fix it and they also played games, with not contacting and I finally after waiting weeks contacted taylors yet again asking what is going on and asking they email since I hadn't heard from them via telephone, sent the company a response and never heard from them again.

  

  Business response

  05/24/2023

   

  Hello,

  This is the full email responses I have sent to her.

  It starts from the bottom.

  I ordered a 2nd $3500. sectional to try to appease her. If she would have let us correct the first one it would have been OK.

  We brought it back to the store and had it looking fine.

  But back to the second one. There was a few minor issues that could have been easily resolved as you can see by the email.

  She would never respond to any of our phone calls and our upholsterer said the same thing.

  Unfortunately she was not cooperating with time frames from our outside upholsterer that works between us and the manufacturer to settle on a time to come out and fix the sectional.

  Which at that point was out of my control, they were coming from an hour away and had other clients to service also.

  I had given her every opportunity to make it right and resolve this issue.

   

  ****,
  It has been 6 days since my last email to you and I have not gotten a response from you. Why is this dragging out?
  
  On Wed, May 10, 2023, 12:18 PM ****** * <********************> wrote:
  Thats nice but they don't respond and aren't willing to work with me. Bad business. 
  Let me know when the full 100% refund check for the original amount is ready and have someone call to set up a pick up time for the couch. 
  
  Thanks 
  On Wed, May 10, 2023, 12:12 PM **** ***** <*******************************> wrote:
  I already referred you to the best guy in town for repair. He can make it better than new.
  
  From: ****** * [******:********************]
  Sent: Wednesday, May 10, 2023 11:38 AM
  To: **** *****
  Subject: Re: New couch
  
  This couch wouldn't be messed up if ***** would have done her job. I'm done with all this extra unnecessary hunting down and stress. So please refund money or you can refund 100% and take the couch back. 
  
  Thanks,
  ****** 
  
  On Wed, May 10, 2023, 11:26 AM **** ***** <*******************************> wrote:
  I am sorry, but I provided you the service.
  You will have to work it out with them.
  
  From: ****** * [******:********************]
  Sent: Tuesday, May 9, 2023 11:41 AM
  To: **** *****
  Subject: Re: New couch
  
  They informed me they reached out to you on May 3rd regarding them not able to accommodate. 
  
  On Tue, May 9, 2023, 11:38 AM **** ***** <*******************************> wrote:
  So they did not offer you a time to fix it?
  
  From: ****** * [******:********************]
  Sent: Tuesday, May 9, 2023 11:36 AM
  To: **** *****
  Subject: Re: New couch
  
  No, so please let me know about the rest of my email regarding the return of money due to all of this. 
  
  Thanks,
  On Tue, May 9, 2023, 11:29 AM **** ***** <*******************************> wrote:
  I am sorry, but they told me they were contacting you, they had a time on Friday to fix it, so I figured that they were handling it.
  
  From: ****** * [******:********************]
  Sent: Tuesday, May 9, 2023 9:33 AM
  To: **** *****
  Subject: Re: New couch
  
  ****,
  That company sent an email 6 days ago and nothing has been scheduled let alone a response. Then I received a response this morning after reaching out again, stating they reached out to you last week, zero response from you.
  This has drug out long enough. This is your companies mistake and I've been trying to get this resolved for months and months later I'm still in the same situation. A damaged couch, unnecessary stress and having to hunt everyone down bc no one can do their job! This is ridiculous! 
  
  I'm done playing this game. I want a significant amount of money back for this damaged couch. I have been understanding, patient and have dealt with enough. This is not how any business works let alone having to hunt you all down to do your jobs. 
  
  I expect a return email today along with the dollar amount you will be returning to me due to your companies negligence, the negligence of *****- who would have caught these issues if she would have put the couch together, inspected it and emailed the pictures like she offered to do per our convo on 3/10/23 due to the first couch having so many issues to avoid a repeat of problems.
  
  Thanks,
  ****** 
  
  On Wed, May 3, 2023, 10:19 AM ****** * <********************> wrote:
  Hello,
  
  I am following up yo my last email as I have not heard back from you or from the other person to fix my damaged couch. 
  
  Thanks,
  ******
  
  On Mon, May 1, 2023, 10:01 AM ****** H <********************> wrote:
  Hello,
  
  Im not sure what is going on but obviously calling is not working or leaving a voicemail. I've waited weeks for communication and set something up. Please give them my email and have them contact me this way. This has become way to much to get my couch corrected. 
  
  Thanks,
  ****** 
  
  On Thu, Apr 27, 2023, 4:32 PM **** ***** <*******************************> wrote:
  Hi,
  I’m not sure what’s going on,
  But could you please try calling them at ************.
  Thanks
  
  From: ****** * [******:********************]
  Sent: Thursday, April 27, 2023 2:56 PM
  To: **** *****
  Subject: Re: New couch
  
  Thanks but I checked my voicemail before emailing you and nothing. 
  On Thu, Apr 27, 2023, 2:42 PM **** ***** <*******************************> wrote:
  This is the email I just received from them.
  
  I called this customer a few times and left voicemail but she hasn't called back. Can you try reaching out to her?
  
  Have her call me at ************
  Thank you
  - ***** **
  
  From: ****** * [******:********************]
  Sent: Thursday, April 27, 2023 2:14 PM
  To: **** *****
  Subject: Re: New couch
  
  Hello ****,
  
  It's been over a week and have not heard from this guy you mentioned to come fix the couch. Whats going on?
  
  Thanks,
  ****** 
  
  On Tue, Apr 18, 2023, 2:09 PM **** ***** <*******************************> wrote:
  Hello,
  Yes I will for sure.
  Thank you
  
  From: ****** * [******:********************]
  Sent: Tuesday, April 18, 2023 11:19 AM
  To: **** *****
  Subject: Re: New couch
  
  Hello ****,
  
  Please have the tech reach out to me at my number *** *** ****. 
  
  Thanks,
  ****** 
  
  On Tue, Apr 18, 2023, 10:59 AM **** ***** <*******************************> wrote:
  Hi,
  
  I have a tech that works between us and the factory.
  He is really good and one of the 2 best in the area.
  He could probably come out this week.
  He can call you for a time.
  
  ****
  
  From: ****** * [******:********************]
  Sent: Saturday, April 15, 2023 6:18 PM
  To: **** *****
  Subject: Re: New couch
  
  Hello,
  
  I haven't received any voicemail from you.  But okay.
  
  Thanks,
  ******
  
  On Sat, Apr 15, 2023, 5:45 PM **** ***** <*******************************> wrote:
  
  Hello ******,
  
  I have been trying to call you for a couple of days.
  I will be out until Tuesday, please call when you have time.
  
  Thanks,
  ****
  From: ****** * [******:********************]
  Sent: Tuesday, April 11, 2023 12:49 PM
  To: **** *****
  Subject: Re: New couch
  
  Hello ****,
  
  I am following up it's been almost 3 weeks since I've heard from you. What is going on? 
  
  Thanks,
  ****** 
  
  On Fri, Mar 24, 2023, 5:42 PM **** ***** <*******************************> wrote:
  Hello,
  Did not forget. Sending it through to service.
  A little short handed this week.
  ****
  
  From: ****** * [******:********************]
  Sent: Saturday, March 18, 2023 1:54 PM
  To: *******************************
  Subject: New couch
  Hello,

  Good afternoon ****,
  

  Please ignore my first email as I am attaching additional pictures of the couch. 
  
  There is a rip on the corner couch in the back. The side is popped off the couch. The cuddler pillow is lumpy and can see the rectangle filler and the arm on the cuddler is missing filling. 
  I did want to ask why some of the back top pillows are lumpy. 
  Also I had spoke to ***** when I was setting up the delivery. She informed me she was going to put the couch fully together to make sure it was good along with sending pictures to my email. That did not happen as the couch legs were in the box today and she would have caught these issues. 
  Thanks,
  ****** ****** 

   

  Footnote: Upon review of all the circumstances above,  her signed contract clearly states that our store policy is no returns. We have stood behind our warranty program and beyond, which was our only obligation.

  If you have any other questions please reach out to us to help resolve this.

  Thank you.
  
  

  Customer response

  05/25/2023

   I am rejecting this response because: 

  Saying I haven't done my part is incorrect information as I have been contacting via phone and email this entire process due to being brushed aside, per the emails 15 emails from 3/18/23-5/17/23 were just from me trying to get answers including multiple emails with no responses from ****.  They delivered a damaged couch after neglecting to quality control. As far as the other company again I had to do all the work to even get a response and they refused to work with me. So once again I have gone above and beyond to get my damaged couch fixed that should have never been delivered damaged in the first place. That is why I want a full refund and to take this couch back. This has been going on for almost 6 months, countless emails, phone calls let alone the amount of stress this company and manager has caused. 

  I also have provided all emails from the dates mentioned above including his final, very unprofessional email. 

   

  ****** *  Mar 18, 2023, 1:53?PM
  to taylorsfurniture
  
  Good afternoon ****,
  
  
  Please ignore my first email as I am attaching additional pictures of the couch. 
  
  
  There is a rip on the corner couch in the back. The side is popped off the couch. The cuddler pillow is lumpy and can see the rectangle filler and the arm on the cuddler is missing filling. 
  
  I did want to ask why some of the back top pillows are lumpy. 
  
  Also I had spoke to ***** when I was setting up the delivery. She informed me she was going to put the couch fully together to make sure it was good along with sending pictures to my email. That did not happen as the couch legs were in the box today and she would have caught these issues. 
  
  
  Thanks,
  ****** ****** 
  
  **** ***** Mar 18, 2023, 5:03?PM
  
  Hello, Can’t do much until next week. I will be in contact with you very shortly.
  
  
  **** ***** <*******************************> Mar 24, 2023, 5:42?PM
  to me
  

  Hello,
  Did not forget. Sending it through to service.
  A little short handed this week.
  ****
  
  
  **** ***** Mar 29, 2023, 3:19?PM
  
  Hello, This has been forwarded to the manufacturer. Working with them for resolution. Thank you, Good afternoon *****
  
  
  ****** * Apr 11, 2023, 12:48?PM
  
  Hello ****, I am following up it's been almost 3 weeks since I've heard from you. What is going on? Thanks,******
  
  
  **** ***** Apr 15, 2023, 5:45?PM
  
  Hello ******, I have been trying to call you for a couple of days. I will be out until Tuesday, please call when you have time. Thanks,
  
  
  ****** * Apr 15, 2023, 6:18?PM
  
  Hello, I haven't received any voicemail from you. But okay. Thanks,******
  
  
  **** ***** Apr 18, 2023, 10:59?AM
  
  Hi, I have a tech that works between us and the factory. He is really good and one of the 2 best in the area. He could probably come out this week. He can call
  
  
  ****** * Apr 18, 2023, 11:18?AM
  
  Hello ****, Please have the tech reach out to me at my number 216 924 6683. Thanks,******
  
  
  **** ***** Apr 18, 2023, 2:09?PM
  
  Hello, Yes I will for sure. Thank you
  
  
  ****** * Apr 27, 2023, 2:13?PM
  
  Hello ****, It's been over a week and have not heard from this guy you mentioned to come fix the couch. Whats going on? Thanks,******
  
  
  **** ***** Apr 27, 2023, 2:42?PM
  
  This is the email I just received from them. I called this customer a few times and left voicemail but she hasn't called back. Can you try reaching out to her?
  
  
  ****** * Apr 27, 2023, 2:56?PM
  
  Thanks but I checked my voicemail before emailing you and nothing.
  
  
  **** ***** Apr 27, 2023, 4:32?PM
  
  Hi, I’m not sure what’s going on, But could you please try calling them at ************. Thanks
  
  
  ****** * May 1, 2023, 10:01?AM
  
  Hello, Im not sure what is going on but obviously calling is not working or leaving a voicemail. I've waited weeks for communication and set something up. Pleas
  
  
  ****** * May 3, 2023, 10:19?AM
  
  Hello, I am following up yo my last email as I have not heard back from you or from the other person to fix my damaged couch. Thanks,******
  
  
  ****** * May 9, 2023, 9:32?AM
  
  ****, That company sent an email 6 days ago and nothing has been scheduled let alone a response. Then I received a response this morning after reaching out agai
  
  
  **** ***** May 9, 2023, 11:29?AM
  
  I am sorry, but they told me they were contacting you, they had a time on Friday to fix it, so I figured that they were handling it.
  
  
  ****** * May 9, 2023, 11:36?AM
  
  No, so please let me know about the rest of my email regarding the return of money due to all of this. Thanks,
  
  
  **** ***** May 9, 2023, 11:38?AM
  
  So they did not offer you a time to fix it?
  
  
  ****** * May 9, 2023, 11:40?AM
  
  They informed me they reached out to you on May 3rd regarding them not able to accommodate.
  
  
  **** ***** May 10, 2023, 11:26?AM
  
  I am sorry, but I provided you the service. You will have to work it out with them.
  
  
  ****** * May 10, 2023, 11:37?AM
  
  This couch wouldn't be messed up if ***** would have done her job. I'm done with all this extra unnecessary hunting down and stress. So please refund money or you can refund 100% and take the couch back. 
  
  
  **** ***** May 10, 2023, 12:12?PM
  
  I already referred you to the best guy in town for repair. He can make it better than new.
  
  
  ****** * May 10, 2023, 12:18?PM
  
  Thats nice but they don't respond and aren't willing to work with me. Bad business. Let me know when the full 100% refund check for the original amount is ready
  
  
  ****** * May 16, 2023, 2:57?PM (9 days ago)
  
  ****, It has been 6 days since my last email to you and I have not gotten a response from you. Why is this dragging out?
  
  
  **** ***** May 17, 2023, 10:51?AM (8 days ago)
  
  I have already given you the opportunity to have it repaired. I have done my part . 20 % restocking fee.
  
  
  ****** * May 17, 2023, 11:08?AM (8 days ago)
  
  No **** this is 100% on ur company. I have bent over backwards to get you to respond, to get that company to respond and none of this is my fault. Again 100% refund and some needs to contact me to pick it.  
  
  
  **** ***** May 17, 2023, 5:43?PM (8 days ago)
  
  I HAVE A LENGHTY EMAIL SHOWING EVERYTHING I HAVE DONE FOR YOU.
  Read your contract. No refunds returns or exchanges.
  I have responded to your every email. Both myself and the upholsterer can never get you on the phone.
  

  
  

  

  Business response

  05/26/2023

  We have done everything that we can to try and resolve this issue. When a piece of furniture has issues the first thing we do is have our repair person come out and take a look at the item to see if it can be fixed or needs fully replaced. You did not want our repair person to come out to your house so the next step was getting the manufacturer repair team in contact with you for them to fix or replace it. We gave them your information and they told us they were unable to get a hold of you by phone just like we were having issues getting a hold of you by phone and thus started using email. The outside repair team informed us that you were unable to make your schedule work with their schedule which is out of our hands at that point. You then did not want to continue to try and schedule with the repair team and wanted a full refund. The offer still stands to get in contact with the manufacturer repair team to have them come fix the small defects in your sofa. If you do not want to work with them then we can offer to take the furniture back for a 20% re-stocking fee. The sales contract you signed at time of purchase which is a legal binding contract states that we do not offer returns or refunds and if we take an item back that we charge a 20% re-stocking fee. You were given a receipt with this information on it at time of purchase. We strive to make every customer happy and we apologize that we have been unable to do that in this instance.

  Customer response

  05/31/2023

   I am rejecting this response because:

  Again I would like to address the fact that you keep saying I was not responding via phone- that is once again an incorrect statement as I have plenty of phone calls documented. I was then forced to email as I was getting no where via phone. The first couch could not be repaired at my home due to all of the issues, so that statement is incorrect. Per all the emails I informed you I had not heard from the repair company and asked that you reach out via email to find out what as going on. As I did not have any contact information on them as you never provided the information to me prior. Then I responded to the repair company and never heard back so once again not my fault they never returned my email. When I reached out to **** and informed him of this he should had reached out to them to get this resolved. All I have wanted was to get the couch fixed due to Taylors neglect. This then resulted in asking for a full refund due to me exhausted all efforts and the amount of unnecessary stress this company has caused over there mistake. I have done everything to get Taylors to fix this mistake that should been checked/ quality control in the warehouse before delivery which was promised predelivery from Carla. 

  I am still and always have been willing to have this couch fixed to be 100% what I paid for. I'm asking for Taylors to offer to set up 2-4 options for late afternoon for me to choose from for the repair company to come and fix this couch in the next few weeks via email. 
  
  

  
  

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