MURRIETA, CALIFORNIA -- This was the first sofa and loveseat that we ever got that wasn't a hand-me-down, from a garage sale, or from a thrift store. We saved and saved to get it, and naturally we were very excited. Everything was great at first but once we had a problem with the couch things went bad fast.
There was a 1-year warranty on the furniture. After about 8 months, the wood frame underneath the sofa broke and the cushion (which is attached to the sofa, not loose) collapsed inward. I called for warranty service. Their scheduling is very inconvenient. They basically tell you the day they are coming and a 4 hour time window. Thus, I had to keep rescheduling before they finally were able to get a service technician over to my house.
Apparently the sofa comes apart into 3 sections. The middle section was removed completely and the guy took it with him to his work shop and said it would be a few days and he'd call me. As you might guess there was no call for weeks. Finally the company calls and tells me he's going to bring it back and the repair was done.
The guy brings my couch piece back. He explains that he reinforced the frame and re-stuffed the cushion. When he reinstalled the piece it was noticeable that the middle cushion was now about 3 inches higher than the two outer seat cushions. It looked puffed out and overstuffed. But the guy told me that was just because it was new and that if I gave it about 2 months it would sink down to the other cushions' level. He said to sit on the middle seat as often as possible to speed up the process.
Mind you, this is about 2 weeks before the warranty expired. I did what the guy said but about a month later it was painfully obvious that the cushion wasn't going to go down. The guy knew it was messed up but he didn't want to have to take it back and do it over, and he knew our warranty was almost up. So he gave me a bogus excuse and stroked me.
I call back and tell them the problem. They say that my warranty is now expired by 2 weeks but they will still send out someone to look at it. A different guy comes out. He says that the other guy used the wrong cushion material and that he was going to order the right one for me and it would be handled.
The stuffing for my couch is on back order and they are waiting to get it from China. They tell me it's going to be several months. I wait patiently for 9 months. I call them back and they say they still don't have it, and they would call me back. I get a voice mail saying that they are going to send a technician out to measure the core, and they would then get the material from a local upholstery company. Why didn't they do this in the first place?
HERE'S WHERE IT GETS BIZARRE. My wife calls me and tells me that the guy got my brand new kitchen steak knife from my son, opened up the couch, and sliced the cushion material down to match the other cushions, then but it back together! He leaves foam, staples, and wood pieces all over the floor, and I have kids and pets. I am furious now, and I call the lady from customer service, the same one who left me the voice mail saying they were going to measure the core and order it for me.
She tells me: 1) My warranty was expired. 2) They were doing it as a courtesy. 3) The guy said the couch was fine 4) I'm a customer who just isn't satisfied no matter what. 5) They never promised to replace the core stuffing. 6) If I want to take them to court, which I threatened, that was just fine. 7) There's nothing more they are going to do for me.
When I asked for a number to a supervisor she told me to have a nice day and hung up on me. So now the cushion matches but when you sit on it you practically fall into the couch. It's weak, it's messed up, and it isn't going to last at all. But these jerks didn't count on one thing: I have the recording of the voicemail they originally left! In that voicemail: 1) She apologized for the delay in getting the material from overseas. 2) She says she will send the guy out to measure for replacement.
They're busted. When I take that into court they are going to be screwed. I'm hoping to get all of my money back and teach them a lesson. Cutting up my couch with a kitchen knife is something I would expect from some fly-by-night furniture store, not a company like Linder's. So if you decide to buy from them, caveat emptor, and you'd better hope nothing goes wrong with the furniture.
12821 KNOTT ST GARDE GROVE, CALIFORNIA -- I purchased a dining room table from Linder's in Murrieta, CA a couple of months ago. We have a home in the nearby mountains and are still in the process of furnishing the place. We picked up the table at the store as they do not deliver in our area.
When my husband put the table together, the table extension was from a completely different table. We had purchased the table at that time to host a couple of parties. I called the manager at the Murrieta store, and he stated that he would swap out the extension for the one in the store. I agreed to the quick fix, and low and behold, the extension matched, but didn't fit! I called back only to find out that the manager had quit or was fired, and no one knew anything about this problem.
I was referred to customer service corporate office, which ended being a complete nightmare of multiple phone calls, finally culminating in getting transferred to a voicemail for a supervisor named **. ** finally called back after a few days of phone calls, and told my husband that we would have to bring the table down to ORANGE COUNTY to exchange, and she would give us $50 store credit. My husband said this was NOT possible as we did not have access to a truck, and would cost us more than $50 dollars to transport. I ended up trying to get a hold of the owner, **, to ultimately find out that he is owner in name only.
The ONLY person I could deal with was **. I called and left multiple messages that went unanswered by **. After a couple of weeks I had to call non-stop, repeatedly, to not only her line but customer service, for around an hour, before she finally called back. Hate to resort to this tactic but it works when you tie up the phone lines for an hour. ULTIMATELY, she agreed to send an inspected NEW table to the Murrieta store and said she could ONLY give us $100 STORE CREDIT. Wow. Such customer service!
It will cost us over $100 just to get the defective table returned and to pick up the new table. She ABSOLUTELY REFUSED to at least refund us the money it will take to return and pick up the new table. It is a win-win situation for Linder's as I only get STORE CREDIT!!! Why would I want to purchase ANYTHING from them after the heck they put me through?
Did I mention the customer service line? OMG, it was incredibly bad. CUSTOMER DIS-SERVICE! They were rude, they gave me WRONG information, and after numerous conversations with them to try to get someone in charge (**) to talk to me, (at least 5 phone calls), ** finally called back. After my husband spoke with her, and we did not come to an agreement, she refused to call back, thus prompting my deluge of phone calls Rambo-style.
I should never have to incorporate Rambo-style phone calls as a customer to get what I purchased, EVER! Suffice it to say that I will NEVER, EVER purchase ANYTHING from Linder's again. Don't know what I will do with $100 store credit. My parties were hosted on the floor, and Linder's couldn't CARE LESS! I have had issues with Sears, Home Depot, and Living Spaces, all in the process of purchasing items for the new house (believe it or not!) but I was compensated justly for their errors. Linder's, however, refuses and I have no other alternative at this point.
I am absolutely gobsmacked that in this economic climate, businesses like those mentioned above, would be so uncaring about their reputation, and so callous to the consumer. Encouraging a customer to go elsewhere? Who does that? Linder's does! Bottom line I have learned from this experience: Buy your purchases at "Big Box" stores. You may have issues and have to resort to Rambo-style tactics, BUT, you will ultimately be compensated to your satisfaction. Linder's, however, will not compensate you to your satisfaction. Expect it.
Customer picked up furniture at our store in Murrieta on March 19th 2011.The address was a local address on the sales order. Customer called us on the 1st of April, 13 days after original pick up stating that the table leaf would not sit flush with the table. We informed customer that since this was a pick up she would have to bring in the table to our warehouse for an exchange. Per customer the table is at her home in Lake Arrowhead and we would need to take a table out to her. Informed customer that since this was a pick up she would have to bring table back to us. We are sorry that customer is unhappy with the outcome. If this was a local address we could have accommodated but table was in Lake Arrowhead. At any given retailer if you picked up from them you would have to take it back to them...the same principles applies here. As for the RAMBO TACTIC, that just inconvenienced other customers that could not get through. Multiple massages were left but customer did not even allow 24 hour call back turn around time.
Linder's Furniture likes to play a little game called "Let's see how many phone calls a customer will make". I played this game for about a week. I wanted to make a simple color change on a sofa and loveseat (NOT a special order). I went into the store made the request with salesperson "Oh no problem just call customer service" was the answer I got. Well of course you can imagine what happened after that, 4 days of calling back and forth between the store and customer service, each one referring me to the other.
Oh did I mention they wanted $200 just change the color? Well I never mind, I don't want the couch at all, I just want my money back. I am told that it will be store credit. I say "okay, no problem" I go into another Linder's store and pick out a different sofa and loveseat and want to use the store credit. What do you know, customer service who just the previous day said they could cancel the original order and issue store credit now tells me the original store manager has to do it. I still say "okay, no problem" I call the store and guess what the manager isn't there and I will have to wait three days, there was nothing the salesperson could do.
Well this patient customer lost their patience. In dealing with Linder's Furniture you have to just "nut up". You can't be reasonable and patient. You have to scream (at an extreme volume) a few expletives with explicit directions into the phone (while standing in the showroom of one store) and then advise them that you are getting in your car and driving 40 miles to the original store to complete the transaction and the conversation. Funny how what couldn't be accomplished without the manager being in the store for three days was completed in 20 minutes.
See this is how you deal with Linder's Furniture, you have to lose your mind for just a few minutes and they seem to come to their senses. Now, I still have some store credit left, I wonder will I have to turn into crazy person again when I go in to purchase the next item...... I wonder.......
COSTA MESA, CALIFORNIA -- We spent over $4K on 2 pieces of furniture at Linder's in Costa Mesa in August 18, our couch is custom made and the sale representative assured us it would take 4-6 weeks. As of today, September 27 we still don't have our couch yet. I received a call from their customer service some times on the 13th or 14 informing me that the couch is in their warehouse and will be deliver by next week.
However, on the very same week someone called my husband and said the couch will not be available until Oct. 4th and we have reserved the priest for house blessing on this Saturday Oct. 2nd. I called and left the message to the store manager, they never called back, and later on my husband called and the sale representative informed him according to the schedule it should be delivery as promised.
We have never dealt with such a bad customer service, I had other issues and left messages to the sale representative but didn't bother to call back. I'm not sure if other locations are any better, but the one in Costa Mesa is failed big time in their customer service.
At this economy, I will take my time and effort to follow-up with my potential business when they walked in the door and inquired pricing for their needs, this lady sale representative didn't remember pricing she quoted on which items that we were considered buying/ordering. The store was not that busy, they need customer. And after we purchased she didn't bother to follow-up with the delivery, whether we are happy with the purchased.
I supposed she doesn't need money and doesn't give a hoop for the potential return customer. She missed out $8K for our bedding purchased for another furniture store. DON'T BUY AT LINDER'S FURNITURE STORE IN COSTA MESA.... BAD! BAD! BAD customer service. Now reading all the reviews we will have to check the quality of the couch after it delivered. THANK YOU for reading.
LAGUNA HILLS, CALIFORNIA -- They called the police on us!!! I have never written a review before (good or bad), but the extremely poor customer service at Linder's compelled me to warn potential customers. In fact, I wish I could select negative stars after how were were treated.
We bought a new 73' TV and paid $25 extra to have the old one removed. The sales guy, ** even asked the manager in front of me how much to charge for that service. When the very rude delivery guys showed up, they said they would not take the old TV away even after we showed them the receipt. We called the store and asked to speak to the manager. After almost an hour, the assistant manager, ** called back and said we were out of luck and hung up on me.
When I called back, she refused to agree to return my money for the service or take the TV. So, we asked the delivery guys to leave. They vacated the house, but sat outside for an hour while ** called the police on us for not signing the delivery invoice. Why would we sign the invoice, when they did not remove the old TV (a service we paid for)!?! Next time, we will pay the extra $100 and take our business to Sears or Best Buy... anywhere but Linder's!
Please don't buy anything from this ugly store. We bought two sofas on Sept. 9 2009, one was not aligned properly (back seats are not even). I called customer services all week and till this date no one has return my calls. That have very bad customer service, the ladies that work there they never know anything. I never get a good answer.
I want to refused the whole order but they don't responds my call. I very upset. I don't know what to do. Even the supervisor her name is ** she is also very bad customer service person. She never return my call. It has been 5 day and no answer yet. I think that I will go to small claims. PLEASE DON'T BUY FROM LINDER'S FURNITURE IN LA QUINTA CA.
SAN JUAN CAPISTRANO/COSTA MESA STORE, CALIFORNIA -- I purchased a couch at the Costa Mesa location, it was red in the showroom, I ordered Indigo. It showed up the next week as the most uncomfortable thing I have ever sat on - nothing like the showroom. I called and complained. They told me the pillows need to be broken in - suggested I take off my shoes and jump on them for a while. Are you kidding me? Jump on the couch pillows? The couch was not displayed as a 'slip cover' but that is what was delivered, the slip covers do not fit. The pillows are too big and hard as a rock.
I asked several times what to do - they say it takes a while to break in - what? By the time this couch breaks in it will need to be replaced!!! The so called customer service females were more than rude - obnoxious you-know-what's is what they were definitely not what I call customer service.
They refused to take it back, offered 0 suggestions (other than jumping on the couch) and have lost my business and I am calling all my media contacts - this is how they treat clients in a bad economy??? Maybe Mervyn's will have a partner... soon!
This is the worst place ever - save your money and go elsewhere - like somewhere where they care about their image or their clients!!! They have the worst delivery - promised delivery within 2 weeks - 2-1/2 months later I am being bounced back and forth between the store and their so-called 'customer service department'.
Their salespeople are clueless, the store manager is useless, their delivery estimates are lies, and their customer service department is the WORST!!! If you are having a great day and want somebody to ruin it - call them - their customer service department 'lady' cussed me out and told me not to call back. I wanted to sink down to her level and tell her where to go... I did not! I figured anybody that has to deal with this company's complaints must already have a pretty bad day, everyday!!! Save yourselves the headache - go shop somewhere else!
GARDEN GROVE, CALIFORNIA -- I ordered a complete living room furniture, sofa, love seat, recliner, tables & TV stand, the delivery was late and not as promised and they have gave me a used sofa & love seat and the delivery person indicate that they were a floor model, he called Customer Service (April 13, 2010) and they told him tell us to keep the furniture and when the new shipment arrive they will exchange it.
After we came back from vacation on May 19, 2010 we called customer service many times leaving many messages BUT they never called back, I wrote them twice (one certified letter) and still they have never called back and we are stuck with a dirty floor model furniture, and a legal action will be taken soon. I will not recommend anybody to buy furniture from Linder's.
CERRITOS, CALIFORNIA -- My husband and me bought a couch and love seat from Linder's. At the showroom we inspected both of them and liked the look and overall comfort and softness of the cushions. We unzipped the cushions at the showroom to see what materials they were made of and decided to get them. A week later we got our furniture and to our surprise the cushions were hard as rocks. Once we unzipped them we found out they were made with different materials than the ones in the showroom
Once we contacted customer service we got this very rude lady ** that didn't want to listen to what I was saying and kept making excuses as to why the cushions were hard - "they needed to be worn", "the cushions at the showroom were older and felt better". This service representative treated me like an idiot and refused to take care of the problem! Bottom line is that the furniture Linder's has on it's showrooms IS NOT THE SAME AS WHAT YOU WILL GET!!! BUYERS BEWARE!!!!
I am sorry that you had such an experience, We would like to discuss it and resolve any issue left open or make up for how we didn't handle the situation properly. Please feel free to contact me at phone or email below.
12821 Knott Avenue
Garden Grove, Ca 92841
714 622-7925 PH
714 698-2704 FAX