ComplaintsforBachman Furniture

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2022, we purchased a couch from BACHM ANS, and it turned out to be defective. It has uneven, faulty padding; very wrinkled fabric; poor support, and a very inconsistent surface that doesnt spring back after sitting on it. We are shocked that BACHMANS had provided horrendous customer service with us and defective products. They sent two technicians to our home to examine the couch, each on a separate occasion. They told us that one was their employee and the other was a third-party technician. In both cases, the technicians determined the couch had significant problems. We thought it would be our forever couch. We received it in June 2022. It cost almost $7,000. We called BACHMANS to express concerns less than a week after receiving the couchand now its been months of them dragging their feet with poor, contradictory and unprofessional communication. Finally we were told by one sales associate that we could exchange the defective couch for a new one which is what we wanted. Two days later the sales associate called back, saying Mr. ********************** found out what she was doing and now we had to take a different direction. It could no longer be exchanged. It is completely unclear to us how a high level sales associate can tell us we can return the couch for credit and then call back two days later rescinding that solution. She told us to dispose of the couch ourselves which we could have done during the 2 days.They required us to take photos of the couch to send to the manufacturer and yet refused to tell us who the manufacturer is. They stand back as if they are simply middlemen in this deal. One sales associate said their policy could seem "arbitrary" if every manufacturer handled things differently. They said we had to let the manufacturer try to repair it, picked it up and gave us a loaner couch with large rips in, bad smells, dog hair, and missing parts. Given how bad the couch is, we have no faith in the manufacturer and want a new manufacturer.

  Business response

  11/07/2022

  BACHMAN FURNITURE
  1741 *********************************************************************************   ************
  
  11-06-22
  

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

  *********, ** 53214

  RE: 18290759
  
  Dear ********************,
  
  This customer posted on numerous platforms to include the Better Business Bureau, regarding a sectional comfort issue. What is not being mentioned on these platforms is that the purchase is being currently and actively serviced by Bachman Furniture per customer request. Each review misleads that no service has been offered for the purchase. This service predates these posted reviews.
  We require photos or video to show any issue with any product purchased. Such a request of photographic submission should not be taken as problematic or unusual. This is a standard practice when an issue presents on an item.
  The photos show some fabric wrinkling along seams, which is very normal for fabric. It does not negate the quality of workmanship. The manufacturer, however, did point out that the impressions in the armrests do not show normal use. These issues show customer damage, not defective material.Despite this, in the interest of our high level of customer service, ********************** has agreed to service the sectional.
  We have absolutely gone to bat for these customers to work in regards to a warranty repair: we currently have the sectional being serviced with new materials in production. Working in conjunction with the manufacturer (whom **** worked with for over 68 years) and an independent repair company, we hope will improve the perceived comfort of the sectional for this particular customer. We,unfortunately, cannot accommodate buyers remorse, which the customer has inadvertently admitted to by saying numerous times how they wish to reselect a different piece of furniture.
  The customer requested and was given a loaner sofa. Loaner furniture is not something typically supplied for furniture. Bachman Furniture went above and beyond to meet these customer's demands. This customer even complained about their loaner furniture!
  Photos have also been presented in reviews questioning a part that was made in *****. The photo supplied by the customer shows a power adapter to a power reclining sectional. Small electronic components are made in *****, and the electronic components of the customer's power sectional,specifically the A/C power adapter and cords that the customer took photos of found under the seats of the sectional have these labels.
  By performing a service based on the customer's request,shows that we are standing behind our products. Bachman Furniture has responded to the customer concerns and are actively servicing this purchase.

  
  

• Initial Complaint

  08/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am pretty easy going and not one to write bad reviews, but I was very disappointed with management, very deceitful and lied. Ordered 3 leather sofas. All of them had defects. 2 leather sofas I let them come and repair in my home after it was delivered because they wound not reorder them. The leg on one of the sofa was defected and placed wrong during manufacturing. And the 2nd sofa had a tear in the back. The repair on the tear on the 2nd sofa you can tell it was glued over and looks bad. The third leather sofa which I waited 8 months for came later and also had a tear on the back. I did not accept the delivery for the 3rd leather sofa and requested my money back for the third sofa. I paid a lot of money for the third leather sofa. Management knew about the tear, but decided to hide it from me and delivered the sofa anyway and told their delivery men that I was okay with the tear. Management was hoping I wouldn't see it, how deceitful. Now they are saying I cannot refund or return because they have the right to repair. When you buy something new, you expect it to be new and free from damage, especially free of tears in the leather furniture. I already accepted 2 furnitures that were damaged. I don't expect all of them to have damage. Management said I would need to speak to the owner. When I asked them to connect me with the owner, they refused. Be aware when buying from here. I can understand that a company may not have control of defects or damage from manufacturer, but having to deal with dishonesty is really disappointing and frustrating. We have bought furniture from many places for our homes. By far this is the worse experience. Management does not care about Loyal Customer satisfaction. Hopefully they let the owner know about my concerns and I hear from the owner as they promised initially so I can voice my concerns. I am requesting to get refund for damaged sofa.

  Business response

  08/26/2022

  Dear ******************* and the Better Business Bureau,
  We are sensitive to the fact that the customer had more than one issue with an items bought from our
  design studio. We also would like to point out that they were and are being remedied. One issue was
  where the item shipped did not match the manufacturers own specifications, and when this was
  discovered, the was solved with by our customer service department in conjunction with the service
  department of the manufacturer. The field service was performed by a furniture repair professional at
  the behest of Bachman Furniture and paid for by Bachman Furniture.
  

  We also want to be sensitive that the customer did have a longer than anticipated wait for the sectional
  to be available to deliver. Furniture manufacturing is only just beginning to see better timeframes from
  Covid-affected production timeframes that absolutely increased from the norm, up through the last
  quarter of 2021 and into 2022. We have only just turned the corner in above average manufacturing
  timeframes, and the last two years of production for the receiving of goods, specifically here in Ms. *********** case--a sectional-- this European product did take some months for production and
  international shipping. We want to get this item to the customer now as timely as possible, but it has
  aesthetic freight damage and have had a furniture tech professional service scheduled since it was
  unpacked for delivery.
  

  We are operating under the Customer signed contract and Customer signed Terms and Conditions which
  states that Bachman Furniture has the to repair non-conforming goods and we are diligently still
  working to present the customer the sectional that has minor freight damage with commercially
  conforming goods. Any issues with the items purchased by the customer have and are being addressed.
  We are very sorry that there were these aesthetic issues with some the goods exist, and we appreciate
  **************** bringing them to our attention. We do our best to resolve issues, and in this case with the
  sectional in question, we are still actively working on its remedy.
  

  Thank you,
  Bachman Furnitur

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