Kings Furniture Defective Furniture- Promised full refund and then reneged a few days later Beavercreek Ohio

Monday, February 17, 2014.  We went to Kings Furniture on 2675 Fairfield Commons Blvd, Beavercreek, OH 45431.  We were greeted by a salesman who assisted us with our purchase.  We picked out a coffee table, two nightstands, 6 inch high steel box springs, a New Castle 1133 king sized bed and an Armoire Chest.  On Monday, February 24 the furniture was delivered.

The delivery drivers let us know at that time that our nightstands were on back order.  Then the salesman called us to say the nightstands would not be delivered for up to three weeks.  We were very unhappy about that. We had guests coming over and wanted the bedroom to be completed before that.  We contemplated sending the furniture back, but the salesman offered to waive the delivery charge for our trouble so we kept it.  After the deliverymen left, we ran our hand across the box springs and noticed little tacks sticking up through the material on the top. 

We were afraid it would rip our new mattress. The box springs were very cheaply made.  ( we also noticed that they delivered 7" high box springs and we ordered 6" high ones).  We took the box springs right back to the store.  The manager promised to cut us a check in 8-10 business days for the box springs and the nightstands.  We went to another store to purchase new box springs.

When we got home, and over the course of the next few days we started noticing little things seriously wrong with our furniture.  On the armoire, the hanging knobs on the doors were not level.  One is about 1/2 inch lower than the other one.  The armoire was very unsteady and wobbly.  It was missing a foot leveler.  The armoire did not sit flush against the wall.  We noticed the base of the armoire was made incorrectly. 

It had a piece sticking out about 1/2 inch in the back bottom right that caused one side not to sit flush against the wall.  The laminate was very crinkly on the fronts of the drawers and we noticed two places where the laminate was pulled away from the drawers.  There was also a small nail sticking through the front of the top drawer.  The bed had white glue streaks in many of the seams. 

We took about 15 pictures of all the defective areas and brought the pictures along with two of the problem drawers and returned to Kings Furniture (Saturday, March 1) to tell them we didn't want this defective furniture.  We were greeted by the manager and the salesman.  We let them know how unhappy we were with this furniture.  They told us we could look around and try to find something better for an exchange.  We didn't see anything that appealed to us so we requested a refund.  The manager told my husband and me that we can expect a check for a FULL refund in 8-10 business days. (which should have been Friday, March 14). 

We asked if our credit card could just be reimbursed.  He said no, their policy is to issue a check. The manager told us they would come pick up the defective furniture on Monday March 3 (or if the weather is bad Tuesday, before noon) and someone would call us a half hour before they arrive.   So we left Kings Furniture and went out and purchased another bedroom suite at another store.  We went home and took down all the defective furniture and set it in our living room for pickup on Monday.

On Monday morning (March 3) I called Kings Furniture to give them my cell phone number.  The guy who answered the phone had no record of a pickup scheduled.  He said he would have to call me back.  About 45 minutes later the manager called me back to say he had a problem.  The manufacturer of the furniture will not take the furniture back, so he cannot refund our money. He offered to have a repairman come out and fix our furniture or give me a replacement.  

I reminded him of what he told us on Saturday; that we would receive a refund check for the entire purchase price, and I took him at his word.  I said that we had already purchased new furniture and cannot use the defective or refurbished furniture.  We went back and forth for quite a while.  He kept saying we cannot give us our refund and I kept saying that we were entitled to it (he promised).  I told him that if he doesn't have someone come pick this furniture up by Tuesday 3/4/14 at the latest, we would load up the furniture in our truck and deliver it to him in person on Wednesday. 

He said he had to call somebody and would call me back.  After about 25 minutes he called me back.  He said we ONLY have two options; the first option is that they will refund our money minus 30% cancellation fee Or the second option is that they will refund the whole amount in the form of a credit that we can use at their store. TAKE IT OR LEAVE IT.  Since I now do not trust the quality of their furniture or integrity of the manager (not true to his word), we chose option number one. We had no real choice. 

Tuesday morning 3/4/14 @ 10:30 am.  I called Kings Furniture to ask if they can give me a window of time when they will be picking up the furniture. The very rude man on the phone said the delivery driver will call me 1/2 hour before he comes.  I said I know, I simply wanted to know if it would be afternoon or evening and wanted to make sure they called MY cell phone and not my husband's (since he is at work and couldn't be reached).  He said he would call the delivery driver to relay the message. 

I waited about an hour and called him back again.  The very rude man said he called and left a message on both delivery drivers' phones and he will call me back when they call him.   I waited two more hours and called again. I said I have some errands to run and need to know if it will be late evening or early afternoon.  The rude man says listen, we have deliveries all over Cincinnati and Dayton.  They run deliveries until 8 or 9 pm.  We are very busy.  THEY WILL GET THERE WHEN THEY GET THERE. 

At 4:00 p.m. my husband (not me) received a phone call on HIS cell phone (notr mine as requested) from the delivery driver saying they would be at our house in 30 to 40 minutes.  At 5 pm they arrived.  We showed them the bad places on the armoire and bed.  The driver said he has frequently seen the glue in the seams on the beds he delivers like this. It's not uncommon.  The drivers didn't have any paperwork for us to sign saying they picked up the furniture, so we had them sign and date our original receipt. (We needed proof they picked it up.) 

I can't believe I had to sit and wait an entire day because they could not give me a window of time that they would arrive. The manager originally said they would pick it up before noon.  Not so.  We are very frustrated. We feel we are entitled to a refund for the entire amount we paid for the furniture.  We should not have to pay a 30% cancellation fee because the furniture was majorily defective AND because the manager promised us a total refund on Saturday March 1, and then changed his tune a few days later (after we had already purchased replacement furniture). 

The manager told us he would refund our money minus 30% within 10 business days, which would have been Friday (March 14).  Today is March 25.  So far we have nothing.  I feel like we've been scammed. This company cannot be trusted.  They keep going back on their word. We have pictures of the defective furniture, if anybody wants to see them.   Bad Furniture and Broken Promises...Kings Furniture