On April 11, 2002 the delivery truck arrived and started to unload the furniture. The mattress and box springs came first…the nightmare began, the mattress is great, the box springs are mismatched (according to the driver miss-id’ed) one is approximately 3 inches shorter than the correct one. Don’t worry; the driver said as he called Kane Furniture in Melbourne and spoke with Stacy – the correct one would be delivered on Tuesday, April 16, 2002.
Next, came the sofa and chair and ottoman. The Sofa had a spot on the arm where something was poking up and would eventually come through the leather. No problem – will exchange that on Tuesday also…. then the ottoman – had two large water stains…no problem will exchange that on Tuesday also. All off these items were noted on the customer copy and the stores copies of the receipts.
Just to be certain that everything had been followed up on we went into Kane Furniture on Monday and spoke with our salesman and the girls (two of them in the office) to confirm the date of Tuesday, April 16th as our delivery and exchange date. Oh my, Stacy noticed that the mattress wasn’t in the computer correctly and changed that date until Thursday, April 18, 2002. Don’t worry – Stacy said; “I will send out a complete new set on Thursday to make certain the box springs match”. In the meantime Joe has to prop up his side of the bed (there is a 3 inch difference in the two box springs height.
Well, you guessed it – Thursday came – NO BOX SPRINGS – it wasn’t on the order (we were in the store when we watched her “Fix it”. Next came the ottoman – it was in worse shape than the first one…I opted to keep the first one. Then came the couch…. they unwrapped it – took off the plastic and put the ball feet on it and when they turned it over. I was on the phone with Kane Furniture – asking where was the box springs…don’t worry – it will be here next Thursday… two weeks of sleeping down hill with a 3 inch difference was way too much to bear. After minutes of silence on the phone (her speaking with someone) she assures me I will have it on Tuesday – the next delivery day in my zip code.
Here is where Joe took over with Kane’s.
When the driver, left I called the Kane Furniture Melbourne store, but was told there was no manager around. “He’s not in today”, is what I was told. “There’s no one here that can help you but me, the office manager”. She couldn’t help me. I got the CEO’s name and phone number and called him. The CEO’s name and number is: Erwin Novak 727-545-9555
That call was a joke as his secretary said “I can’t put you through to him”. She sounded scared to death. After an hour on and off hold with her, she transferred me to a Ms. Estevez voice mail. I hung up and dialed back, but the operator wouldn’t do anything, but put me back to Ms. Estevez’s voice mail. Finally, when I told her I didn’t want to go back to a voice mail box; that I wanted to talk to Mr. Novak. Now I was told Mr. Novak wasn’t in today. I said put me through to his secretary--she put me on hold and left me there until a half hour later when I hung up and called Melbourne again.
Melbourne couldn’t help me get a box spring delivered any sooner than Tuesday (5 days later). I then faxed an notice to the Melbourne office that if they didn’t resolve the situation by 5pm, I would cancel the payment through American Express and that I would purchase a mattress assembly elsewhere and move their mattress assembly into the driveway waiting for their driver to come collect it on Tuesday.
A few minutes later a manager (Chuck) called from the Melbourne store and offered to get a truck to me Saturday with the correct box springs. I accepted his offer as he seemed sincere. (The office manager must be a magician to make a store manager appear out of thin air.)
Saturday the box springs were delivered.
Now… I realize that errors can happen, after all this is not a perfect world. However, when there is a problem and you can’t get anyone to talk to you, from the local store manager right up to the CEO, there’s definitely something wrong with the general attitude of the entire organization. The CEO sets the basis for how customers are treated by how he treats them. In this case he doesn’t and won’t. I’ve been told that an employee will be fired if a customer is allowed to “get to” him (Erwin Novak) under any circumstances. I believe it! One could also believe that Savon Furniture with the same owners, treats customers the same.
PS - there is another website with over 100 complains and leters just type in
Kanes Furniture and read the others nightmares
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Don't Expect Satisfaction!
Posted by Gizelled on 05/19/2007
ORLANDO, FLORIDA -- Kane's furniture has received at least 60 complaints against them at consumer affairs. I am now the lastest in a long line of customers who didn't get what they paid for. The store has a history of not delivering the merchandise...read the complaints and see for yourself. I was promised delivery of my living room furniture (already billed to my credit card, of course!) today. Delivery was confirmed 4 different times during the week. They promise that the driver will call to provide a 4-hour window for your delivery...in the morning. At 11:30 I began to get worried, so I contacted the store. I was told the truck had broken down and the delivery would either be late or not at all. they wanted to reschedule. Thinking they would at least try to deliver, I said I wanted the delivery today. At 3:30, I called for an update and was told the delivery would be between 4:30-7:30 (not so bad, just an hour later than their usual 6:00 cut off). At 6:30, the driver called with a brand new excuse, that his partner was ill and they couldn't deliver. Having already read the complaints against them, I could see this was their usual M.O. I was told they would call in 5-10 minutes to reschedule. The phone call never happened. I have contacted the store manager and requested a refund of purchase, canceling the order. The manager promised a refund in 3-5 days, but, in hindsight, I realize she got no real information from me. Again, having read all the other complaints against the company, I doubt I will see a dime of my $2600 without a court battle. Please warn everyone NOT to shop at Kane's Furniture unless you have lots of money to throw away.