ComplaintsforKamin Furniture Store

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Financed a chair for medical reasons was told that the chair the sales representative said was best wont loose shape or comfort. Purchased at the end of November 2022 contacted store manager who was sales representative about the problem said could only get seat part replacement that was is February of ********************************************************************************************** March of 2023 and is only may 3,2023 I am still making payments asked to exchange for the chair I originally wanted to purchase was told NO IM NOT ALLOWED TO that technician would need to come next Monday and look at chair. Also he was to have been here this past Monday now have to wait . I have only had chair for five months. And was told this would not happen with this chair paid several thousands of dollars. I listened to sales representative on this chair.. I really need them to exchange for the original chair I really wanted knowing what would have been best. Which now I have not been able to sit in this chair for three months causing severe back pain having to wear my back brace all over again reason for purchase total hip replacement and back pain. Now I have more pain then ever can't sit in chair I stay in room in my medical bed that was also purchased same day from them as the chair. I want an exchange for the first chair I originally wanted to purchase but was told differently please help me

  Business response

  05/07/2023

  To Whom it May ***************************** purchased her lift chair on November 26, 2022. Kamin Furniture has a policy stating no refunds or exchanges. It is signed by the consumer in a document she uploaded. The complaint is with comfort versus an actual manufacturer's defect. March 2, she sends photos stating the seat ******* had gone flat. We forwarded the photos to the manufacturer. We were told this is the way the chair is made, but as a courtesy they would replace the seat cushion. ************** was scheduled for an in home service on May 1. The technician fell behind so our service department contacted *************** to re-schedule. She was given two options, we could one pick up the chair and have it returned the next day or schedule for the following Monday. She asked to be scheduled on May 8. When my service department called to confirm the service for May 8, she became vulgar and used profanity with our employee. 

  In response to the re-selection on the mattress, which was given. That is a policy provided by the manufacturer. It is called 120 sleep trial. That is also noted on the invoice.

  In conclusion, ************** has had the lift chair in her home since November 2022, we can not take this item back. There are no defects, this is purely a comfort complaint.

  Customer response

  05/08/2023

  Complaint: 20014473
  
  I am rejecting this response because: I have 5 year warranty on chair . Seat is messed up the replacement they sent to me. That was supposed to be put in my kamin Furniture was sent in the mail they said I have to to take it somewhere to get replaced they won't fix it. And they need to refund the 5 year warranty I paid for since I have to take chair myself to get fixed by another company.. pore business pore staff the chair cushion is messed up lost foam doesn't keep form at all.... Compared to what they sent me I even told them they could come sit in it to see that Im not lying... 
  
  Regards,
  
  ***********************

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 5,2021, we purchased a recliner from **********************s Furniture which had to be ordered and the sales lady said it would take about 3 months to deliver. It was delivered on April 1, 2022 (almost a year) and we paid $2814.49. I started calling **********************s the summer of 2022 to let them know we were not satisfied with the chair. After we received it, my husband was uncomfortable sitting in it because he felt he was sinking in it and the leather was wrinkled and looking old. I talked to *********************** the person we bought it from, but she was not helpful and very rude! I kept calling and started talking to an office girl named ****. She said she would talk to the manufacture, *********************. I sent several pics of the recliner, but they avoided the problem. They did pick up the chair one time and took it to ******** to fix it, but apparently the product was not repaired properly. When the delivery men brought the chair back they said the repairman said the cushion insert was split in half. Apparently, the cushion insert was defective causing leather to stretch. ********************** sent us some pattting that WE were suppose to put in to fix it, but it didnt help. Personally, I feel we didnt buy the chair at a garage sale so that WE could be fixing it. We bought the chair at **********************s because we thought it was a reputable store, but apparently theyve lowered their standards! I asked to speak to ******* ********************** several times, but they always said he was not in! Personally, I felt they were all eluding the situation!In the past, we have bought a lot of our furniture from **********************s, but that was when Buddy ********************** managed the store. ***** had great people skills and was always there to help his customers in a positive and respectful way! He was always eager to help and give ideas.On around March 30, 2023, I called ********************* and they said they were going to send **********************s an email and that they would be calling me, but to this day we havent received a call!

  Business response

  04/24/2023

  To Whom it May ***************** summary, **************************** complaints are due to personal preference and not a defected chair. There has been extensive communication between the consumer, **************** coordinator), and even the factory. Provided below is a timeline of events and correspondence. While I understand **************************** frustration, it is not that we are brushing her off as a customer. We have a policy, that is provided at time of purchase. We have to handle all service issues/complaints with factory approval. At this time, we will not be providing a refund.

  4-1-22: Delivered merchandise to **************************** home (a 220 mile round trip) at no charge due to the inconvenience of waiting for the recliner.
  9-6-22: Consumer called to report that the leather is wrinkling, she sent photos and they were immediately forwarded to the Bradington Young representative, ***********************. In response he claimed, "This is a natural part of leather wearing. It is very normal, as it is a natural hide. Also, as the cushion breaks in and is not so stiff, this can also cause wrinkles. If they want to tighten up the wrinkles, there are hundreds of videos online on how to smooth the leather out. Most involve heat being applied, either through an iron, hair dryer, or heat gun. While these are effective ways of smoothing out leather, overdoing with the heat will burn or discolor leather. You will not know if you have overdone it until you do it, it happens fast. You could fix one issue, and the create a whole new one with a burn or discoloration."
  9-7-22: Response was forwarded to *************************, at this time, we offered to have a leather technician come and take a look at the chair and make repairs necessary to appease the customer. We use a company called FSN, immediately there were not any technicians in the area.
  9-13-22: Work order with FSN re-opened, there was then a technician available.
  9-15-22: Received email from in-home service technician stating "Hi ****! The client refused the appointment options offered. Work order closed."
  9-15-22 thru 9-26-22: **** and ************************ e-mailed back and forth attempting to schedule a date for repair. 
  10-21-22: Kamin Furniture picked up the chair since there were difficulties in scheduling and conflicts with the in-home service team through FSN. This is another 220 mile round trip at no charge to *************************
  The repairs made:
  -additional padding added to headrest and lumbar
  -added seat cushion padding
  -touched up scrates on footrest
  11-4-22: Returned recliner
  11-30-22: ************************ emailed stating she still had wrinkles in the chair, photos were requested and sent to ********************* representative again. Response as follows - "The factory has reviewed and confirmed the seat cushion looks perfect. What we are seeing here is normal wear and tear. The customer took delivery of this in April and Kamin sent someone out about a month ago to service. A month later, it is back to where it was. Has the consumer removed the back filler to flu, regular, and separate the fibers to add volume similar to a bed pillow? If we sent parts, we would very likely be back in the same situation a month from now because this is normal wear and tear."
  12-9-22 thru 12-21-22: **** and factory corresponded back and for multiple times in trying to come up with a solution to satisfy ************************, while updating the customer the entire time. The factory agreed to send additional parts, a headrest pillow and additional filling. These items were sent directly to the customer. She claims in emails that we never repaired the chair because the headrest pillow is sewn on. This is not the case, the is a zipper on each piece. 
  12-21-22 to current: ************************ continues to be unhappy with the chair. Kamin Furniture is unsure if she replaced the headrest pillow or not. As ************************ is dissatisfied with the way we are handling it, she contacted the factory. As of 4/3-23 - we received and email from our representative stating the factory is willing to send the seat core only at no charge. They said that we have sent replacement back filler with 10% extra fill, and this is a wear issue, not a defect.
  4-6-23: ************************ emailed checking on update, **** replied with the factory's answer.

  Customer response

  05/01/2023

  Complaint: 19946769
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************

  Customer response

  05/08/2023

  Complaint: 19946769
  
  I am rejecting this response because:

  I'm very disappointed with Kamin Furniture, because we've bought the majority of our furniture in our home from Kamin's when ***** was managing the store.  We bought Drexel Heritage, Thomasville, ******** and other pieces!  And now, they are ignoring their duties and mistreating a loyal customer!
  
  I'm appalled and saddened by Kamin Furniture's lack of responsibility by deflecting from the seriousness of this damaged recliner!  I've bought several pieces of leather furniture before and at least 2 from Kamin Furniture so I know what leather should look like!  So don't insult my intelligence by making the remark "the complaint is due to personal preference and NOT a defective chair!"  Our preference was the chair in the showroom that we ordered and bought!  We thought we were buying the same looking chair!  If it had looked like the chair we have now, I would never have bought it!
  It's black and white!  It's damaged!  
  
  When we started noticing the problem, I communicated with Kamin' by phone, but I noticed they were ignoring my calls and sometimes passing me around with different people at the store.  So, I got tired of it and decided to communicate with them by email so I could have proof.  When I first started communicating with Kamin's by phone, I left messages, but most weren't returned.  I started communicating with Kamin's around July or August 2022.
  
  The following information that Kamin sent us through BBB is listed below with my corrections that are actual facts according to my records!
  
  9-6-22- Kamin's stated *********************** response was for us to fix the wrinkles with a hair  dryer!!  That was the most ridiculous idea I've ever heard.....Why would I buy a chair and pay $2814.49 and then 2 months later fix it myself?!?  But then, he also said we might damage it by burning or discoloring leather!  Why in the world would I not being an expert run the risk of damaging the chair when I have been warned by ************************* Manufacturer Representative!  This appears to me like someone is dodging their responsibility to make it right. 
  
  9-14-22-I got a text from Furniture Solutions about an appt for Sept. 15, 2022 for chair which I called them back to reschedule because I had a doctor's *********** out of town and asked ***** if we could reschedule, but he said I couldn't.  I have never canceled any ***********!
  
  9-17-22- I emailed ****, but she never responded.  I told her Monday, Tuesday or Wednesday would work for me, but to let me know I-2 days ahead to scheduling ***********.
  
  11-4-2022- When the chair was returned to our home Kamin Furniture delivery man told us the Kamin repairman had told them the seat cushion was split!  We couldn't understand why my husband kept saying he felt like he was sinking in a hole when he sat down!  I think the seat cushion was defective (split)  and when my husband sat on the chair the leather kept stretching and therefore, stretching the leather!  The whole chair looks bad!  
  
  I have consulted with several leather specialists in **********-- ***************** Shop, Two Doves, Re-Finding Upholstery and some Furniture Stores in ************** such as ********* furniture department, Lack's and they all said the chair is damaged!  They all said they would have replaced the chair right away and didn't understand why the manufacture and Kamin Furniture would not make it right because the chair is defective!  Everyone I spoke to said no filler would correct the problem because leather has stretched due to lack of filler and now leather is damaged that's why it looks so bad!
  
  In conclusion, after consulting with all the leather specialists and stores.  I feel we have been wrongfully treated and subjected to a lot of pain, stress and suffering by Kamin's Furniture and **********************  Therefore, we are rejecting Kamin's and ********** Young's recommendations and want a full refund. 
  

  
  

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

  Business response

  06/01/2023

  Kamin Furniture has provided all information in previous response, due to our No Refund Policy, Kamin Furniture will not be providing the consumer with a refund.

  Customer response

  06/02/2023

  Complaint: 19946769
  
  I am rejecting this response because: the product is defective!  I contacted Kamins 2-3 months after we noticed it was looking bad and uncomfortable to sit on!  I can understand if this defective chair had gotten like this after a year, but 
  it started happening right away.  They were notified and they did a few things to suffice us, but they didnt correct the problem! I was very patient with them and did everything they said.  Now, I realize they were dodging from their responsibility without  caring about the customer and they were hoping Id forget!  I didnt realize Kamins Furniture sold poor quality furniture and am very disappointed with the recliner!  This recliner does not look like the chair we saw at the store. 
  I spoke to several leather specialists and they all said the same thing.  The leather was stretched due to lack of padding and therefore, cannot be corrected!  I am asking for a full refund.  Hope to hear from you all soon.
  Regards
   
  ***********************************

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased furniture in May of 2021 at Kamin furniture. One of the pieces on the furniture was damaged. It was replaced once and when the replacement came it was also damaged. Kamin furniture was given a credit back from LazyBoy and gave me the option to choose another piece of furniture. We did not find anything we liked and advised them. ******** advised me we had to choose something and would not give me a refund. They are making me pay the finance company over 3k for a piece of furniture I do not have just to have credit with them.

  Business response

  01/18/2022

  Hello, I've attached a copy of the signed invoice between the consumer and Kamin Furniture. We have a clear policy stating no refunds or exchanges. I also attached a time line of communication between ******************** and our service department. We have upheld our end of Kamin Furniture's Limited Manufacturer's warranty. This states that if there is a manufacturer's defect, the item will be repaired or replaced. Since the one replacement piece did not repair the sectional, the customer is offered full credit to replace the entire sectional. We have the same unit available in stock or they can reselect. We will not be issued credit from ******** until we return the merchandise from the customer. At this time, we will not be issuing a refund. The consumer will have an in store credit *******.

  Customer response

  01/24/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  I have looked at the sectional they have at the store and it appears to have the same problem. I do not want the exact product as it appears it comes with defective. I do not like any other product they have to offer. I am paying my finance company for an item I will not have. How can they give me a credit when I still have an outstanding balance with my finance company? I called ********************** to have the sectional picked up and the representative i spoke to today advised me that they will not be taking the defective sectional back unless I'm exchanging it. The response from the business says they need it back in order to recieve credit from Lazy boy. Mr ********************** refuses to call me back so I can explain the situation to him. Every person I speak to gives me a different answer. The credit that lazy boy is going to give them can be credited back to my finance company. The payments I have made can be credited towards the recliner I plan on keeping and they would only have to refund me what's left over. I made the decision to shop local and I'm getting treated poorly.
  
  
  Regards,
  
  
  *******************************
  

• Initial Complaint

  11/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife purchased furnishings from kamins in April of 2021 and we are still having considerable problems getting things corrected due to no fault of our own! Numerous contacts have been made with kamins with either poor or no response at all on their part!A complete letter is attacked outline the many problems as well as our requested response on their part!Numerous emails and pictures are available to show the extent of the problem!!

  Business response

  12/21/2021

  Good afternoon Mrs. ****** My Name is ***********************, and I am responding on behave of Kamin Home Furniture. In this email, I have attached various forms of documentation detailing the back-and-forth contact with *************************. Along with the information attached, there have been several phone conversations through the office and texts messages with her salesperson ****.
   
  ************************* purchased a dresser on March 14th, followed by a buffet and other merchandise a month later. When the dresser was purchased, it was marked "AS IS". All merchandise, excluding two chairs and a swivel base, were delivered on May 7th.  At the time of delivery, a signature and inspection are required from the customer.  The only issue noted was hinges for the buffet. 
   
  A week later, ************************* informed us there were damaged spots on the dresser, which she claimed were there on delivery. Even with her signature at delivery and her "AS IS" purchase, we attempted to repair the damage. One of our servicemen went out on June 25th to address the issues. He brought back a sample hinge to color match, but it was discovered that the dresser's damage was not something we could repair in-house. 
   
  During covid, the gentleman who did all our woodwork and paint repair retired for his health. That required us to hire a third-party company out of *******, ******************* Furniture Service, to do our repairs. ************************* was informed that to have the dresser repaired would require us to pick it up and bring it back to the store. She was also informed that we would need to order the hinges since we could no longer color match. 
   
  ************************* was adamant she did not want us picking up the dresser. Though we explained that was the only way to fix it under our liability, she still refused. However, she continued to persist that we repair it. We offered a Store credit compensation multiple times, but she still pushed to have the dresser repaired instead.
   
  Being unable to come to a resolution, we asked ******************* Furniture Service if he would agree to repairer the dresser at ***************************** house. It was explained to her that this was a third-party company NOT employed by Kamin's and that due to work not being done at our store, we would not be liable for any issue as a product of their visit. **** repaired the dresser on September 24th and reported back that the damage appeared to be customer inflicted. On that day, we closed ***************************** service case. 
   
  On October 4th, a week and a half later, ************************* called claiming the repairmen spilled paint on her comforter when repairing the dresser. (I have attached a picture of the dresser along with the damage in question.) She demanded we provide compensation for the damage. 
   
  We contacted ****, showing him the picture and questioning the damage. He informed us he did not use black paint and took all necessary protective precautions: placing all items away from furniture, laying down drop cloths, surveying the area upon completion. In addition, **** stated her husband came in and inspected everything before he left. 
   
  On the complaint day, ************************* was contacted about her issue. She was informed, "Due to the time that passed between the repair and complaint, the discrepancy of paint color, and our explained lack of liability in result to the circumstances of the repair, we would not be doing anything further concerning the comforter.". 
   
  After the issue with the comforter, ************************* wanted to cancel her two chairs that were in transit and be refunded. However, her salesperson **** informed her that Kamin's has a no refund policy on ordered items. This information had been explained to her at the time of her original purchase.
   
  Once we received the replacement hinges for her buffet and the chairs, we delivered both to her on November 19th. The delivery drivers took pictures of her chairs to ensure nothing was damaged at the time of delivery. ************************* signed and spoke to the office staff that day with no complaints. On the day of that delivery, we concluded all issues had been resolved, and Kamin's office had no further contact with or from the Kemberlings. 
   
  I hope this gives sufficient information regarding the ********** case and provides detailed accounts of the consistent communication and attempts to address the issues.
   
  ***********************
  Kamin Furniture Store 
  5909 **********************************
  *****************
   
  

  
  

  Customer response

  12/24/2021

  Complaint: 16155738
  
  I am rejecting this response because:
  
  

  How convenient for the representative to fail to mention that it was weeks before the dresser was actually delivered which means it was still in their possession. Yes, it was bought as-is but when it was purchased it did not have the water rings that were not easily seen and found only after a closer inspection. Had their delivery men dropped the dresser during delivery Im assuming from her comments we would have had to receive the dresser in pieces.
  
  As for the comforter, the individuals who were contacted to remove the stains came into our house with a significant tool kit that I saw many types and colors of liquids and stains to ultimately repair the water stains. No one uses and/or sleeps in this room so the idea someone else caused the damage is not really a viable reason for it to be there and the comforter could easily have been moved to hide the stain until a later date. Of course, he was going to deny they made the mysterious stain!
  
  As for a third party, the first question would obviously be who paid for their services? We surely did not, so kamin should share in the liability as the repair was made on their behalf.
  
  As for their consistent and constant communications, this too was poor at best! My contact, ****, would go weeks without any information regarding repairs and deliveries and many times it appeared she was avoiding contact for whatever reason! I have the texts messages to show her lack of response! 
  
  Another issue that became somewhat of a burden were the number of days I had to leave my place of employment to be home to let their folks in to accomplish their tasks. This over time became significant in the number of hours I was away from my job! Considering the amount of time for deliveries and repairs it definitely started to add up and God forbid I ask for compensation for this! 
  
  As for how kamin did business and failed on so many occasions to act in good faith, they can rest assure we will not be doing any further business with them and will surely not be a good promoter of the products or service! I can live with a comforter that is easily replaced but a company with this reputation may struggle! 
  
  Its obvious they got their money!! Please close this complaint as it is obvious what their intent is!
  
  

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

*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. ↩