Karen's Furniture in Quakertown & Colmar PA has an unsatisfactory record with the Better Business Bureau and other complaints online!
I purchased a King Hickory sofa and chair with ottoman with the down wrap comfort package from Karen's Furniture at their Quakertown store. I had to replace my existing set after a horrific accident by a professional painter. I did not even think twice about replacing the existing set with anything else other than King Hickory since the set I already owned, even though it was five years old, looked and felt brand new. Other than the fact that it was covered with paint, the cushions were thick and fluffy and the fabric, a white and blue plaid, was still in tip top shape. A shining example of quality American craftsmanship! When you pay good money for something you expect it to last.
So I went onto the King Hickory website and found that the closest retailer for their products was Karen's Furniture in Quakertown. Without hesitation I went and ordered a new set from their store. I did not expect any problems and omitted checking Karen's standing with the Better Business Bureau. If I had taken the few moments it would have to go online and look I would have seen the Karen's has an unsatisfactory report with the BBB and other complaints online as well.
When I received the replacement set I was not overly happy. I paid a little over $4000 for a sofa, chair and ottoman with the down wrap comfort package. I have always believed that if you purchase quality items they are built to last for years. The thickness of the cushions was half that of my existing set. I would not have even been able to switch the covers from one set of cushions to the other, there was that much of a difference. Since my insurance company was coming to take the other set, as is their policy, I had no choice but to sign for the set that Karen's delivered. I also began to notice that the skirting on the sofa was uneven, the base cushions on which you sit were too deep for the sofa and chair, and the top cushion of the ottoman was too large for the base and began to hang over on two sides, and one of the throw pillows began coming apart at the seem. I called and left a message with the Customer Service Department to see if anything could be done. I did not receive a return phone call, so I assumed nothing could be done.
In my disgust of the drop in quality workmanship, I emailed King Hickory. They responded to my email saying they were completed horrified by my story and that they pride themselves on quality and surely something can be done to make it right, but I had to go through my retailer. I again called Karen's Furniture and this time was able to speak to the Customer Service Manager, Jennifer, she sent out a representative to look at and document my complaints. I waited for some kind of response and got nothing. I called again and Jennifer told me that since I contacted King Hickory directly, there was nothing that Karen's could do. I would have to deal with King Hickory directly to remedy the problem. After much back and forth between myself, Karen's, and King Hickory, I finally asked Jennifer for the name and number for the person with whom she had been speaking. She gave it to me and I made the call. When I did, I found out that the person who she referred me to had not been with King Hickory for quite a few months. I assumed that Jennifer had been contacting this representative during the entire time of this issue. The representative that I spoke with told me that King Hickory ONLY deals with the retailer when remedying problems. I feel that the Customer Service Department and Manager mislead me and assumed that I would accept the statement of their being able to do nothing. (I could go on and on about things that have upset me with Karen's Customer Service, unreturned phone calls, less than cordial behavior, and length of time to wait for a response.)
Karen's Furniture Satisfaction Guaranteed motto (that even hangs on a sign at their store) for me was not met. Apparently that motto is only good for 30 days. I feel that when someone is willing to spend $4000 on a sofa and chair with ottoman their satisfaction should last for longer than that. Also I feel that when a consumer, regardless if they contact the manufacturer, should be treated with the utmost respect and honesty by the retailer and everything that can be done should be done to keep that customer happy.
My experience with Karen's furniture has left me very disappointed, yet wiser. I will always check a company for online complaints and their standing with the BBB, (as I recommend for all consumers to do), and the length of their guarantee period. I also now know that if I want to purchase a sofa and chair with ottoman that has a down comfort package, I should go to (ROR redacted competitor's name). They have a one year satisfaction guarantee!
Stephanie
Alburtis, Pennsylvania
U.S.A.
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