Beware Klaussnerhome Furnishings stores! We ordered furniture for our new home (the corporate HQ and plants are just 20 miles away) and were given a 20, then a 30 day window on an upholstered sectional and some case goods (pub table, etc). The bed and coffee/end table set were delivered 2 weeks later - not the 3 day window the salesperson had originally noted. They brought the wrong bed for the headboard and the tables had numerous defects.
45 days later the furniture is finally delivered, again with issues. The sectional had missing stitching and the pieces were not the same height. The coffee and end tables were still uneven and had numerous drips in the finish - not good things with glass tops. The pub table had one entire wooded leg bent away from the base and the storage doors would not close and were missing screws. After calling the store manager with these issues, I then noticed a string under a chaise of the sectional. It was not a string but a gouge in the wood floors where a plastic foot on one of the sectional pieces had come off, leaving an exposed nail. The delivery person must have then slid the piece across the floor. Again, I notified the store manager and he promised to resolve all issues to my satisfaction and made an appointment to stop by the house one morning later in the week.
Well, he blew me off twice that week just prior to our appointments. I finally called the CEO of Klaussner Furniture who, despite denying any connection with the franchised retail stores, made an appointment for the store manager, delivery supervisor, and director of quality control for Saturday morning. They all examined the issues and agreed to formulate some solutions. Later, the store manager called with 3 options - return the furniture for a full refund, return the furniture for replacement, or keep the furniture with a $500 credit. We opted for the full refund and he promised to call me with the refund amount later. Regarding the damage to the floors, he referred me to their delivery service and assured me it would be taken care of.
I never heard back from the store manager regarding a credit to my credit card so I filed a dispute with the credit card company on the 60 day time limit. I think the store manager was hoping to wait out this time limit, thus erasing any credit card recourse I had. I hounded the delievery supervisor for a month, while getting floor repair estimates, until finally he called me saying they were denying my claim for a long list of bogus reasons. I called the store manager repeatedly without any response. I filed a BBB complaint but it was a complete waste of time - the store manager maintained that the delievery service is entirely responsible, despite what obvious logic and consumer law would dictate.
I ended up going to Small Claims Court where, despite numerous lies supplied by the store manager, the judge saw the clear truth and awarded me complete damages.in filing the case, I also discovered that the CEO of Klaussner Furniture, J.B. Davis, is the principal in the franchise company, Innovision Retail, which owned this Klaussnerhome Furnishings store. So much for honesty! All the issues I encountered were very similar to those which plagued the Klaussner owned, Sofa Express. It seems these folks have made an art form out of poor consumer service.
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