Linders Furniture Complaint - Buyers Beware Of These Underhanded Furniture Dealers
GARDEN GROVE, CALIFORNIA -- BOUGHT FURNITURE 2/7/10 $4138.00 DELIVERED 2/21/10 - FURNITURE FELL APART! 9 Piece sectional couch - legs broken at bottom - will not snap in - material ripped - dining room chairs - chair rails fell apart. Guaranteed for 1 year - did not last 1 week! Prior to 5 days after delivery (2/21/11), several calls were made to the phone number provided us (760) 321-7215. Rooms Express (TAKEN OVER BY LINDERS), wherein contract states: "a representative will generate a service ticket to address your needs". Each and every time we called the number provided on the contract, no one responded! Voice mails left. When number was forwarded to another number, (Rooms Express closed)....We never reached a human, but a voice mail and left multiple messages. Never got a call back. Finally, in December (10 months after the fact, I contacted American Express (my cr card company). I explained the frustration to them. As Amex Guarantees purchases, they advised me to initiate a dispute. My purchase with Amex was $2400 of the $4138.00 total. I advised Amex that only a portion of the purchase was in dispute - they advised to dispute entire amount, which I did on 12/9/10. Amex said merchant would be sent a letter asking them to resolve the issue by contacting me or refunding me. Guess what! Linders never responded to Amex. 1 month later, Amex refunded the $2400 in its entirety to me in the form of a check. Since Linders never responded to Amex, and never called me, the next horrendous thing they did was send my account to collections through Transworld Systems April 27 2011. Linders did not call me, Transworld Systems did not call me, so I called Transworld Systems and explained I never got a phone call from Linders to rectify the initial complaint about faulty workmanship on couch and dining room chairs. The referred me back to Linders - I left multitude of messages at the headquarters and finally got names - Debra Kincaid, Accounts Receivable and Sue Chaudry, General Manager. I left multitude of voice mails for Debra - she finally called me back and stated "all sales final" and I pursued with BBB on 5/4. I wrote to BBB:" Furniture delivered-1 week later fell apart! Contacted store numerous times - no response - disputed with Amex 12/9/10-they sent me to collections fraud" Resolution sought: "Contact me immediately, fix furniture - remove collections at transworld systems - fraudulently placed without ever contacting me first to find out what problem was! Refuse to pay for substandard items- I will sue and contact fair trade commission for sending me to collections without contacting me or AMEX for resolution of this dispute." I then called American Express dispute and resolutions and while I was on the phone with them,. they came back to me and stated "I can see why you are frustrated - we cannot get through to anyone either!" We will send correspondence to them once again and notify you shortly by mail. In the interim, Linders posted this reply on BBB complaint site: Company's Initial Response - Posted 05/05/2011
Customer has had her furniture for 15 month. Customer is out of the 1 year factory warranty. Customer called Linders Furniture customer service on 05/03/11. All the damages customer stated were from her every day use, scratched table, legs broken on sectional, ripped fabric and dining chair rails that fell apart. Customer also did a charge back on her credit card recently. Per customer BBB comments her furniture fell apart within the first week, we never received a call from customer nor an email on our web site on any of her problems. As for the collections notice, transworld does send customer letters, and if she does not respond to them she will be send to collections. At this point customers credit has not been affected but customer will have to respond to transworld. We can forward customer an inhome service tech.# Should she need one.
Now - I say - well, interesting - out of warranty 1 year - but they will send an in-home service tech should I need one! I wrote back on BBB website: "This is a fabrication of the truth! Prior to 5 days after delivery (2/21/11), several calls were made to the phone number provided us (760) 321-7215 Rooms Express, wherein contract states: "a representative will generate a service ticket to address your needs". Each and every time we called the number provided on the contract, no one responded! Voice mails left. When number was forwarded to another number, (rooms expressed closed)....We never reached a human, but a voice mail and left multiple messages. I finally got fed up, contacted American express, explained the situation to them, and they initiated a dispute with merchant. The merchant never responded to American express, and American express refunded me money. Their dispute and resolutions department has written records! To top it off - Linders never responded to me either during the dispute with American express, and took it upon themselves to send me to collections! I never got a call to discuss this matter from Linders prior to them sending it to Transworld systems collections!! This is absurd. There is no daily use damage - just substandard merchandise. Linders final response on 05/09/2011 to BBB is: "Furniture has been in customer home for the last 15 months and customer is out of her 1 year factory warranty. The #for customer service is reflected on all our receipts. If customer called the store a service ticket would have been generated. Customer did a charge back this year after having furniture in home for almost a year why not within the first month since customer claims furniture was sub standard when she first received it. We will call customer and schedule a service technician for inspection, but if product has normal wear and tear from daily use or any damages that are not factory related we will not work on the product. As for the charge back customer will have to call Linder's Furniture accounting department. ' I then get a call from Linders 714-657-7157, stating that they want to make an appointment on Saturday May 14 to come and examine the damage. They could have done this a year ago when I complained. I am willing to pay for the furniture that is not damaged, and have them refund the couch $950.00 and the dining room chairs $500.00 plus tax $126.87 - and pay them 823.13 to settle this dispute.
Company Response on 05/11/2011:
We have no reason not to take care of our customers when they call in. As a company negative write up's are not beneficial for us. As much as customer claims that we did not respond to her calls we never got those calls. We however got the charge back from the credit card company almost a year later not a month or two later from when the customer deemed the furniture was of sub standard quality, but almost a year later. WE WILL MAKE AN EXCEPTION, If THE FURNITURE IS AS CUSTOMER STATED "FACTORY DAMAGED AND OR QUALITY ISSUES" WE WILL GLADLY TAKE CARE OF THE ISSUES BUT if the damages are from normal wear and tear or customer negligence we will not be handling these issues.Customer is scheduled for inspection on May 14th.
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