ComplaintsforEFO Furniture Outlet

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020, I purchased the Broadway sectional sofa from an EFO located at 500 Kidder Street, Wilkes-Barre, Pennsylvania*. After less than a year of owning it, the quality of the couch began to deteriorate. Not only were the pillows and cushions sunken in and limp, but the structural support had broke, the seams were splitting and sharp staples and nails were exposed. My children got scratches and I sliced my fingertip opened on an exposed nail. The canvas underlay on the ottoman has completely detached as well. I filed a claim in 2021 in which a service man was sent to my home to fix the wooden boards in the structure, stretch the fabric and add more fluff to the cushions and pillows. It was a successful repair until recently, as the same issues are apparent. The wooden panels in the structural support are detached again, rips in the seams, and exposed nails. I filed a second claim. I filled out all the paperwork, submitted all the photos requested and was denied. I paid for a 5 year premium complete combination protection plain. I have only owned this couch for two years! And they turned me away. I have tried to contact the EFO store, the ******* Furniture Services people who my warranty is through and the service team that works for EFO. Only to be run around in circles, denied and dismissed. I am furious and so very disappointed in the quality of EFO's furniture and their customer service representatives. No one will help me resolve this issue. I want a refund or at the very least an exchange for a different- better quality couch.

  Business response

  03/08/2023

  To our customer, I am sorry that your recent claim with our Montage extended warranty company was unable to help you. 

  I have read all the previous notes from the first time our professional upholstery technician took care of all the issues.  Actually, he added additional support under all the seat cushions to prevent sagging you experienced which you reported in April of 2021.  The work he did which you agreed was successful and lasted.  

  Apparently the issues you have are the result of use.  All foam in the seats will sink over time unless they are pocketed with coils inside.  As people usually return to their "favorite" spot.  Those might feel like they are sinking, especially compared to cushions with less use.  The best way to preserve the fullness longer is to move the cushions to different areas of the sectional if possible and flip them over to the other side.  This way the rotation helps longevity.  If new foam is needed, we might be able to get one or 2 at no charge for you.  But actually I would have to confirm the "no charge" with our service department.  Because your set is warranted by the manufacturer for 1 year.    Your set is now 2 yrs plus 5 months. 

  The reason Montage denied your claim is mostly because all the flattenming of back pillows and seat cushions happen over a period of time and Montage does not cover issues that are gradual from normal wear and tear.  Their contract with you is for issues the have come up within the past 30 days and there are some things they do not cover.  All that should be listed on the page you received describing all of Montage's coverage.  If you cannot find your copy, our service department at EFO will be happy to send a copy if you request it.  

  I don not believe there is any warranty company that can cover furniture "wear and tear" for 5 years.  But they do cover many things.

  I will contact them to question if there is any breakage to your frame.  If your frame is secure, then the only issues are the back pillows and some seat foam. 

  we can supply you with some extra polyfill which goes inside the back pillows if you would like.  There are zippers at the bottom of those backs and you can either fluff what is already inside, (like fluffing your sleeping pillows),  or we can give some more polyfill. 

  I can give you some poly at no charge for 2 back seats but you would have to stuff it yourself.  Again this is 1.5 years out of warranty.  And I don't  know if you have rotated any seat cushions but again, we can try to see if the manufacturer will send the foam for atleast 1 or 2 at no charge.  

  Again, this is complimentary of EFO Furniture.    If she wants more replaced or filled, we would have to charge for those pieces and if a technician is needed, there would be a fee as well.  I am trying to suggest ways that won't cost you anything.  Again I will see if ******* can check the frame if they haven't done that already.  Our Service Department at EFO Furniture is 1-************  M-F until 4:00PM

• Initial Complaint

  01/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My fiancee and I purchased 2 leather power couches with lumbar witch made couches special order and same order we bough a kitchen table and 4 chairs couches took almost 8 weeks to come to efo furniture when they arrived delivey was schedule on a Saturday 830am furniture was delivered ******** my fiance was home I was at work I get out of work at 9am 920 am I arrived home furniture was delivered and delivery people were gone when I walked in kitchen I noticed table top was not straight ******** and I tried to move top and found it was not secured to table bolts were not installed in to secure it in a matter of fact it wasn't even in the holes to be bolted I started looking at furniture and noticed both leather couches had ripped in the corners and when home out button on electronics to bring couches back to original position backs of couches do not line up and kitchen table had damaged door and one of the shelves for bottles was damaged all the chairs had a wobble to them I called store asked for manager he said they would send the delivery man back when he arrived at store to look at it when he should up at around 430 he seen the damage and chairs he took pictures and videos after he left I did hear from efo furniture for days so wensday I decided I would make contact store manager at this point wouldn't talk to me said it's in ****'s hands he is head of repairs so I called him he said repairs are not done on Saturday or Mondays so I told him I'm available Thursday after 4pm he said that is helpful and he would be in contact with me by that ******* I did not hear from him so I called wensday store is closed Thursday I'm at work received a call unknown number let it go to voice-mail in voice-mail a man explained he's a repair man from efo to look.at my damaged furniture I called him explained I'm at work but could be home at 4 he said he only works until 3 he said he would talk to ****************** never got back to me so I called him got another man there said he's head of repairs **** very rude and ignorant to me saying there's factory specs that furniture is allowed to have on alignment and that my insurance I purchased would cover damages why would my insurance I purchased cover damages when they were delivered that way damaged he then said efo is only middle man and manufacturer of furniture would have to cover it and he had a table in his factory that he could replace the damaged 1 and 2 chairs to fix the really bad wobble ones that was before the new year 2023 in December of 2022 haven't heard from efo since this situation is very stressful feels like as a consumer I have no writes and efo dictates what is write and wrong on how to treat consumers with problems ther store created.

  Business response

  01/13/2023

   As a representative of *FO Furniture,  I wish to apologize for all the frustration Mr * is experiencing.  Upon delivery of the furniture, the receipt was signed that furniture arrived in good condition.  See receipt attached.  We are not saying a problem can't be found after the delivery team leaves.  

  Our intention is always to resolve the situation.  Since nothing was written on the receipt, we wanted our service technician to determine what is wrong and how to address it.  Mr * was not home when the delivery arrived so he found issues that needed to be addressed.  ********************** tried calling to schedule.  Once our tech talked to Mr * and saw the products, he noted damage on the table and scratches on the sofas.  

  So, when Mr * spoke to our Service manager, we agreed to exchange 2 stools and the dinette table.  We have these ready to be exchanged.

  Mr * also agreed to allow the correction to be done on the sofas.  

  The major delay is NOT from *FO.  We want to resolve this as soon as we can.  We do not have the factory authorized parts in for the sofas yet but the chairs and table can be scheduled.  

  The delay is from the Credit card company.  When a consumer files a dispute for the entire purchase, the credit card company uses a laison as the "go-between" with the card company and the store where it was purchased.  I handle any credit card disputes when this happens.  Mr ** send in this complaint and then the liason sends the store a letter and requests us to send proof of the purchase, copies of all sales receipts and copy of the delivey receipt.  They give us a deadline to submit.  In Mr *'s case, he made 4 credit card payments so we receive disputes on all 4 payments and must submit for each one separately.  

  Now the card company decides whether or not to proceed with the dispute.  I just called the liason for an update on 01-10-23 right after getting this letter from the BBB.  The Liason stated that we will now get new paperwork to reply how we intend to correct the situation.  At this point all the money paid by Mr * is automatically "TAK*N" out of our account so we have none of Mr *''s money until this is decided.  

       I have authorized for scheduling the exchange of the table and 2 chairs instead of waiting for this dispute to end.  The ONLY other way to satisfy Mr *'s situation faster is for him to cancel the disputes.  He can still re-open them if he feels that we did not hold up what we promised to do.  

  Otherwise, we can't start any reupholstering to correct the sofas until this is resolved in our favor.  if it is resolved in Mr *'s favor, we need to pick up everything because the money will not be returned to us.  it will be returned to Mr **  

  If Mr * has questions, I suggest you talk to the credit card company and ask them how long this can go on.  I can't answer that unfortunately.  I am not in control of the situation once a dispute is filed

   

  Customer response

  01/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  
  Regards, efo has not been very helpful until I put a dispute in with ******** card company that I paid with. Day furniture was delivered they were at my home 8;30 am I get out of work 
  9am 10 minutes to get home by 915am they wee gone already when they delivered men that delivered the furniture said they are times on every delivery .when I got home tabletop wasn't attached to base of table so I bent over to see why it wasn't and then noticed damage on table so I continued to look at sofas that were delivered they also had rips and discolored spots I called store were purchased sent a man back that delivered the furniture he took videos and pictures of damage that was never brought up again as I spoke with **** the service manager he totally ignored when I asked if he had seen the videos  , **** the service manager wanted me to turn damage into the insurance I purchased with furniture I refused if I used it for this I wouldn't have a chance to get refunded at the end of contract for insurance in way of in store credit besides damages was not from me qbut when delivered it was damaged he asked what days I'm available to have his guy come look at it I said Saturday or Monday he replied those days we do not have service. I told him I could be home Thursday after 4pm he said he will get back to me never did but 2 days later I get aa call from unknown number let it go to voice-mail I listened to it it was efo repair man in my driveway asking where I was I called him back explain that I was never told of this  service call I asked him if he could come back after 4 he said he only works until 3pm I called **** service mani was referred to ***************** of service **** then explthat furniturethat efo sells has allowable tolerance difference they acudo not have to line up I replied I do not have those tolerance how can I know if it's in tolerance he got angry then explained that chairs that wobble is not there responsibly I got angry then as he was he sent a repair man out on Monday ******** my fiance greeted him he didn't say much but I'll let **** know 1 week went by **** called me said he has a table he could exchange with 2 chairs but couches he had to wait on because manufacture of couches were on vacation between Christmas and new year  I said ok I wanted I week after the new year then decided to call **** when I got ahold of him he explained since I opened a dispute with credit card company  ...His corporate told him he is not to help until further notice my reply if u fix the furniture that is damaged I will call ******** and tell them I'm satisfied lift the dispute  but **** explained he can't fix anything until further notice  I'm so frustrated I spent alot of money with this company and all I been hearing is that they are the middle men I said I feel like I'm the middle man!
  *******************
  
  
  
  
  
  
  
  
  

  Business response

  03/29/2023

  As indicated in our previous reply, *FO was waiting for the parts to be shipped for the sofa repairs.   *verything else had been resolved.  Sofas were special order.  We had none to exchange for him.    Our phone calls and email attempts to quicken the part's arrival was unsuccessful.  Also the credit card dispute continued when we thought it was finally resolved in favor of *FO Furniture. 

  Mr * wanted the credit card decision to be escalated to a higher level.    This is called an Arbitration council.  TH*Y'R* D*CISION IS FINAL, with filing fees to be paid if we (the vendor loses)   So we don't accept agreeing to this level easily. 

  Since we felt we have been doing everything we can and wanting to resolve this with Mr * as soon as possible.  We agreed to the arbitration on 

  02-20-23.     Since that time, the parts have arrived and we want to schedule the service repair.  

  *FO called for an update on the arbitration decision.  We were told it was favorable to *FO to continue to repair the sofas.  But we could not get any written word that it was finalized in our favor.  We needed that in order to send our technician to re-upholster with replacement parts on the sofas.

  It was just this past week that we finally have written documentation and and are anxiously trying to get the tech and Mr * to set up a date.

   

• Initial Complaint

  12/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  March 13th 2022: I contacted EFO reguarding a dining set that was purchased and was delivered in September 2021. This was still in their 1 year store warranty. I emailed them pictures and had gotten a response that they will ship the new backs to the dining chairs and I should receive them within 8-10 weeks. If this was true I would have received them late May. I have emailed the woman who was in contact with me and have called the store multiple times asking for an update and no one is able yo help me or return my calls. I spent a lot of money on the table and the quality was extremely poor. I am over this company and want my refund.

  Business response

  12/07/2022

  To our customer ** ***., I am extremely sorry that this has not been handled sooner.   I see that we did order new backs but the manufacturer has continually put them on back order.  This is a result of Covid and all the complications and shortages of products and parts.
  However, you have waited far longer than we anticipated.    The Service Operations at EFO Furniture has been instructed to set up an exchange of your 2 chairs with 2 new ones as soon as possible .  They will contact the number on  your account to set it up. 
  If you wish to reach them, please call ************** Mon-Fri  8:00am to 4:00PM.  

    ** Please see attachment

  Sincerely,

  Gail * B**********

  EFO Furniture Outlets

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 21, 2021 we purchased an ******* queen sleeper sofa from EFO Furniture in Wilkes-Barre, PA. The cost was $1,266.65. The sofa was delivered July 20, 2021. The cushions started sagging the first week we had the sofa. EFO contacted *** enterprises to repair the sofa. A date of January 12, 2022 was made. *** cancelled and rescheduled for January 21, 2022. We had a death in the family and was rescheduled for March 25. EFO said the problem was the cushions and ordered new cushions and on February 25 we picked them up at the store. We were told not to use the cushions because they may sag. An EFO technician came and inspected the sofa on March 15 and said that we needed a new bed mechanism and mattress, which was ordered. A *** technician could not fit mechanism in his car and rescheduled for April 5. *** cancelled and rescheduled to June 30. The mechanism was delivered to EFO, where it sat in their warehouse. EFO delivered the mechanism on June 30. *** cancelled the technician visit on June 30. The mechanism and technician were both scheduled for June 30. This was rescheduled to July 2. *** cancelled the July 2 visit on July 1 with the next possible visit in August. This has been going on for too long with no possible end in sight. EFO and *** are unreliable and cannot coordinate the repair of the sofa. We have a sofa that we cannot use for over a year. The workmanship and quality of this sofa is substandard and we believe that this is an inferior product. Therefore, we would like a 100% refund of the $1,266.65 that we paid. We are embarrassed when people come to our house and see our new sofa in this condition. Pictures of the sofa are attached.

  Business response

  07/11/2022

     In response to ***************, I want to apologize for the delays you have encountered.  You reported the problem and we had someone at the home to inspect shortly afterwards.  

  We ordered a new sleeper mechanism and mattress, along with new seat cushions.  Furniture manufacturers have all struggled since the Covid Lockdowns.  They are still recovering.  The results are are often long delays to get parts and products.  The sleeper parts arrived in May 2022 and the technicians we use cover areas from South Pa like Philadelphia up to the New York/Pa border.  We work with the repair companies to get quicker appointments but it isn't always a quick process.  

  The encouraging news is that we have set an appointment with our EFO senior repair technician, who doesn't go on the road anymore for this Wednesday 07-13-22.  We expect to have everything done that day.  

  I will be in touch with our technician for follow up.

  Customer response

  07/29/2022

  
  Better Business Bureau:
  
  I am writing to mention that the problem we had  with OFO  Furniture

  Outlet has been resolved.  

  
  

  *************************

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased numerous peices of furniture from EFO Furniture at 344 Stroud Mall Rd Stroudsburg PA on 12/20/2021. All the furniture was delivered on 1/11/2022. Three weeks later we emailed the store saying the sofas cushions we collapsing into the sofa. A serviceman from **** Furniture Repair came to our house and IMMEDIATELY said something was wrong with the cushions. He said he would order new ones. When I did not hear from them, I called and they said there is nothing they could do as the Manufacturer would not warranty it. I contacted the store manager,****. He said he thought the Manufacturer was mistaken and to give him 5 working days to find a solution. I waited 10 working days and sent him a follow up email. I have not heard back from him at all. Are they not honoring their responsibilities.

  Business response

  05/05/2022

  Prior to this letter sent to the Better Business Bureau, ******************** contacted us through our EFO website. I responded on April 20, 2022 Via email.

  I apologize for our lack of communication to ******************* after the service tech had been there. The technician told us to order the internal composition for the seats. We have ordered them. At this time we have not received them but I have requested our service department to double check that it is being processed.  

  I certainly hope that ******************** received that email but I never got a reply to confirm it. I did use the email address that showed up on our website from him.

  That email confirmed to him that the parts needed were ordered.  However, there are still continued delays receiving parts do to the strain created during Covid lockdowns and continued lack of enough employees.   As soon as we receive the parts, we will contact **** the technician, to correct everything.

   As for the *********** store not getting back to you, again I am sorry.  I can't speak with certainty whether **** contacted our Service department. But I would have to believe that he passed the information.     It is rather accurate to say that our retail stores don't have current knowledge of the Service Department’s activities.  So, they usually can't give you the information you are seeking.  

  The service department runs independently from the sales division.  They are almost like 2 different businesses with different training and separate authorities.  

     They work together as EFO Furniture.      

  Our EFO Service Department operates from our warehouse in Pittston, Pa.  The number is **************.  Mon-Fri 8:30 to 4:00.    Allyson is the person in our company that answers phone calls, assigns technicians and orders parts.  Its best to leave a message with a return number.  She is often on the phone with manufacturers or down on the warehouse level receiving parts.

  her email is  ***************************************

  EFO Furniture appreciates your your purchases with us.  I hope we can continue to serve you.

  Sincerely,

  Gail * B**********

  EFO Furniture Outlets, Service Adviser

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in 2020 I ordered a living room set which was delivered January 4th 2020 in damaged condition. I tried to refuse delivery, but their delivery drivers refused to take it out of my house after they had fully assembled it. They just kept telling me that service would make sure it was taken care of. Fabric was frayed, stitching was coming out, cup holder lights didn't work, Wireless charger worked sporadically on the sofa. Next they assembled the love seat, and they discovered that the power cord for the controls on the reclining feature was severed at the warehouse. At that point I refused delivery, and they refuse to take it back. I documented everything that was wrong on delivery paper, took pictures, and they caused the warehouse. Service said they would have someone come out and look at problems, didn't come until April 19, 2021, which was a 3rd party from the warranty I purchased. The fabric was even more frayed, stitching was out further. Finally May 10, 2021 they had me go in to look for replacement furniture. Found furniture that cost less than the original set, which meant i was owed a refund. I have email communication stating exactly how much I was due, new furniture wasn't delivered until Jan 2022, and they took the other set back. Then I received a phone call from Mark at the Stroudsburg store taking me that I will be hearing from higher ups and service to discuss my refund bests they were upset with the condition the damaged furniture was returned in. I called today 3/30/2022 to find out what was going on, and told Mark if I didn't hear anything, I was contacting the BBB and our Attorney General's office. He responded with okay, and then hung up on me!!! I am owed almost a$700 refund!!! 

  Business response

  04/20/2022

        I am sending attachments to this letter in order to address our position in this case..
  First saying that due to Covid and lack of laborers, Furniture companies have suffered much delays in getting product.
  I don't want to make this more detailed than needed.
  *************** received the furniture on 01-06-21. She informed the store and delivery men of a few issues. Upon inspecting it, we needed parts ordered and the manufacturer had become very slow.
  We offered the ability to reselect a new set because we had none of this style to exchange it.
  EFO did NOT want to leave this furniture in her home for an extended time, while waiting for the set she wanted. 

  She was very persistent to keep it while waiting. Our Service Department authorized this whhen the store Manager requested us.  We agreed, with the stipulation to keep it in the same condition it was at inspection. If not, a fee will be charged to clean it.   She might indicate that she was not informed of this.  This set was our property and it is now a loaner.  EFO has agreed to give her something new.  
  
  See photo from the day this was delivered to her.   Although there were a few issues it looked very good.
  When her new set arrived, we had to pick up the original furniture and bring it back in hopes of correcting it, or having the manufacturer inspect it and render us a credit.
  
  It was in horrific condition.  We have several more photos but your site does not accept any more.
   Please see photos taken upon pick up from her home. We would not even keep it in our warehouse with all our new furniture. It was disposed after taking photos. A manufacturer will not offer credit on an abused unit.
  
  See attachment of the letter sent to her from our Attorney. The photos and his letter should explain our position. Please note... When we picked up her original furniture, we gave her a brand new set of furniture. Thus we have 2 sets of furniture with zero profits plus expenses of men delivering both times and men inspecting the first set. In addition, we pay our sales person a duly deserved commission.
  I sent 2 of the Attorney's letter in case one way does not open.
  I thank you and hope this is satisfactory to close this against us      If you have questions for us, please let us know and we can call you or email.  Thank you

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a couch with duel recliners and 1 has not worked since September 2021. I contacted the company numerous times via email and phone to have the issue resolved. The mechanism has been replaced twice; however, the couch is still inoperable. Additionally, the seat cushion is now sagging due to the issue. I was advised another, 3rd, mechanism was ordered, but it was not received. I went to the store I purchased the couch from and spoke with a manager who, at the time, was very understanding. The mechanism was finally sent to my home (which was not what I was told) and I contacted the store via email to advise. I was told I needed to contact the third party subcontractor to schedule an appointment. I made contact with the company and advised I need a Saturday appoint due to work schedule. After numerous calls I was finally given a date of March 26, 2022. I called the furniture store to advise this was unacceptable, as I have been dealing with this issues since September 2021. The same manager who was very polite the first time was very rude, stating there was nothing the store could do at this point as I was given a date for repair. I said the repair date is 6 months after I made my original contact to the store. I purchased the furniture in good faith and just want a couch that we can use.

  Business response

  02/09/2022

  We are extremely sorry that our service technicians are so booked up.  May people prefer Saturday services and inspections.  The technicians schedule their own appointments due to their travels and the time it requires at any particular home.  

  we checked with our technician about Ms Pehonich and her desire for a sooner appointment.  

  He informed us on Feb 03, 2022 :   "Unfortunately I do not have a Saturday appointment available before 3/26/2022 which the customer is scheduled for.  However if they just want an earlier appointment, I do have 3/2/2022 available."

  On Feb 8 approx, my service division reported on this situation:

  "I’ve left multiple voicemails for the customer and she called back yesterday while I was on the phone with another customer.  I called back and received her voicemail again and advised that if she wants the 3/2 appointment to please call me as soon as possible or we’ll be sticking with the 3/26 appointment."

  Even at this point, I cannot guarantee 03-02 is still available.

  I know this is a frustrating situation for ** ******** but we only have a limited number of technicians plus factory authorized parts must be ordered directly from the manufacturer and all companies have delays and sporatic ship times for merchandise as well as parts.

  Covid and lockdowns caused back logs on all furniture companies.  We are doing or best to keep things moving for our customers.

  Sincerely

  Gail * B******, VPres

  EFO Furniture Outlets

  Customer response

  02/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint:
  
  I am rejecting this response because:

  EFO was made aware of my concern/issues regarding my broken recliner (on the couch). I had two separate repairmen at my house for this matter. The first changed the recliner mechanism; however, the repair was not done properly. He second repairman advised the mechanism was bent and should jot have been put on in the first place. Due to the malfunction, a new seat cushion also had to be ordered. The seat cushion was brought to my home by the second repairman, but he said it would not make sense to replace it because the mechanism had to be replaced again.

  The new mechanism was delivered to my home and I contacted EFO Furniture store manager Nancy (per email she provided me) on 01/17/22 to advise. At this time, I was advised I had to call the third party vendor to schedule my service appointment. This matter has been ongoing since 09/2021 without resolution.

  After a few weeks I contacted EFO again (please note I had been counted the store via telephone and went in person) as I was given a repair date of 03/26/22.
  

  I contacted the store again via telephone and was advised Nancy, manager, was with a customer, but was finishing up and would be calling me right back. After no call within 1.5 hrs of waiting, I called back only to be rudely treated by Nancy the manager. I asked for a phone number or email address to the president/owner so I could advise him of my frustrations and was told he does not speak to customers, that’s what he has managers for. If I had any comments/concerns I would have to send it via the company website and wait for a response. 
  

  On the same day, 01/26/22, I sent an email to the company (see below) and have not received a response to date

  Message received fromEFO Furniture email…

  This is an automated message confirming that we received your inquiry! 
  
  If you are within the market areas we serve, you will receive a personal response soon. If this is outside store hours, you will be contacted during our next business day. 
  
  All I want is for EFO to stand by the products they sell and take ownership for this horrible situation. I paid for new furniture in full and have not been able to use what I paid for. 
  

  I have also requested the couch be replaced and was told by Nancy EFO has to fix the part first before that could happen. Again, the recliners mechanism has already been replaced once.

  Regards,
  
  ***** ********

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ****** **** firm mattress from EFO Furniture in their Stroudsburg store which was delivered in November 2021. After less than a month the mattress was starting to bubble up, photos were taken and sent to Customer Service and to correct the problem a new mattress was delivered which was carefully examined with the delivery people and I noticed that the new mattress was bubbling up too. The delivery guys were informed and they took photos and said that I had to contact customer service again. Well it has been another month and the replacement mattress is bubbling up again. I am still waiting for a response from the store. I have enclosed 3 photos of the first mattress and 3 photos of the second (replacement) mattress.

  Business response

  01/26/2022

  It appears that ** ***** has reselected a different mattress set.  As of 01-26-22, the new set was delivered to him.  I have to believe this resolves the complaint on this account.

  Gail * B******, VP

  EFO Furniture Outlets.

   

  Customer response

  02/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered bedroom furniture from EFO. When it arrived, each piece had damage that they sent someone out to "touch up." One door on the dresser is so heavily damaged, that they agreed to replace the door. It has been well over a month and we keep getting the runaround about when we are receiving this door. The person responsible is *******************************, and she will not send someone out to replace this door. We want our shipping charges refunded as we paid for "white glove" shipping and this was absolutely not the case. The movers just left things in the middle of the room instead of where the furniture is supposed to go. So I want the door replaced and our shipping fees refunded.

  Business response

  12/17/2021

  We do apologize for the damages on your bedroom set upon delivery.  The key item in your complaint is the damaged dresser.  We did send a service technician who stated a new door for the dresser would resolve the problem.  We do apologize for the long delay you have experienced

  Under normal conditions, ordered parts arrive in 2 to 3 weeks on average.  Since Covid and the lockdowns, furniture and furniture parts arrive randomly.  

  Regarding ****************'s dresser, our Service Department did seek updates, without much encouragement to arrival time.   Our Service Department even checked our stock in order to remove the door from one in our warehouse but we had "None"  Our stock orders were delayed for months as well.  The entire set was delayed and same for parts.  

  In addition, ******* who takes care of parts and services was forced to work remotely.  She won't be back until after Christmas and that department has been struggling with her absence.  

  With ***************'s frustration, we pushed warehouse employees to track down any parts that arrived since here absence.  We found his parts and set up a service date right away.  It has been resolved.  We apologize very much for the delays for ***************** and our many other customers who have had to experience such issues.  We truly hate to put our customers as well as our employees through the storms that keep coming up... no matter how we try to control it.  

  EFO Furniture appreciates your business and as a small family owned business in Northeast Pa, we want to thank you for your patience with the entire process.  

  Sincerely,

  Gail * B***********, VP

  EFO Furniture Outlets

  Business response

  02/21/2022

   The back of our invoice lists our Terms and conditions.  ** ******** has this information because it is on the back of the paperwork he submitted here as attachments.  Under Delivery, it states White Glove Delivery will include set up of furniture in the room of their choice and we remove any large debris from packaging.  

  We have been to the consumer's home on 3 occasions to deliver what they purchase when it bacame available.  In addition, we installed a new door onto the dresser in December 2021.  EFO completed our terms for White Glove Delivery.  

  If there are warranty issues with the bedroom we are not aware of, we request a call to our 1************* Service Department number Monday through Friday 8:00 AM to 3:45 and leave a message.  EFO assists with Factory covered issues for 1 yr from delivery date.  After that date, there is an extended warranty :  https://www.*********.com/consumer/

  In addition, there is an open credit on their account for $53.21 which I will have mailed back to ** ******** by check.  He should receive in within 10 working days.  

  Sincerely,

  G. B******  VP

  EFO Furniture Outlets

  Customer response

  02/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Mr. B****** has a wildly different opinion of what white glove delivery is.  Large, heavy pieces of furniture were left in the middle of the room.  Multiple visits to the home to fix issues is not something to brag about.  It's quite literally the least you can do.  The furniture was damaged upon delivery, you are OBLIGATED to fix it.  That is not white glove delivery.  I should have listened to all of the negative reviews about EFO.  What a sham of a company.  Does not stand behind it's furniture OR it's service whatsoever.  Will never, ever step foot in your store again, and I will make sure to try my hardest to prevent anyone I know from going to EFO.  I'm not sure what kind of a "VP" does not care that a customer is not satisfied with an aspect of their experience with their company, but lo and behold, here is that "VP."  I sincerely hope EFO goes out of business.
  
  Regards,
  
  **** *******
  

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