Report: #1391785

Complaint Review: Best Home Furnishing

  • Submitted: Thu, August 10, 2017
  • Updated: Thu, August 10, 2017
  • Reported By: Laura — Columbus Georgia USA
  • Best Home Furnishing
    1 Best Drive
    Ferdinand, Indiana

Best Home Furnishing Best Chairs, Inc; Best Home Furniture; Best Furniture BEST FURNISHING BEASTLY CUSTOMER NON SERVICE Ferdinand Indiana

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I have a very expensive piece of garbage in my living room.  It cost me $900. It has been used maybe 100 hours in 8 months. The warranty and proudly made in the USA tags are still attached. The piece is covered to keep dust and dirt off of the upholstery.  It is call the Beast recliner by Best furniture.  At this time it is just a beastly mess.

On January 20, 2017, I purchased a Beast recliner, mainly because it had a warranty and was made in the USA.  When the chair was delivered I noticed something wrong immediately that was not evident in the store--chairs were kind of close together.  The chair seemed to be canted to one side and I was unable to recline in it as the chair kept returning to upright.  Sitting in the chair I slid to the front almost out of the chair and when the footrest was raised it did not stay up but gradually sloped to the floor. [continued below]....


I contacted the dealer immediately who in turn contacted Best customer service and was told the 'springs' were made tight so you can 'break' them in.  However we have a kit if the customer wants the back to be looser.  I think I missed something-I did not spend $900 for a recliner to 'break it in'. This was January, 2017.  

May,2017, I contacted Best Furniture for information on who handled warranty work in this area.  The first question was 'What is the ID#-which I had included in the contact info. I was informed that the chair was manufactured in July, 2015. That date turned out to be important in their schemes. After that I was taken on a journey through double speak and obscurity the likes of which I have never witnessed in the realm of customer service--good or bad.

The dealer closed in May but said as soon as the kit came in he would send someone to fix the chair.  January-May and the 'kit' still wasn't there. June the 'kit' arrived.  The kit was comprised of 2 springs and no clue as to where they went on the chair or how to they were to be installed.

After it appeared the customer service representative, Ms Barb King, was under the assumption that I was able to take this massive chair apart and change some springs I filed a report with the BBB. I also acquainted myself with my states codes on exceptions in warranties by companies--their warranty tag actually suggested checking this information.  Along the way I also found a federal code in re warranties.  When I let Best know the codes they sent someone to change the springs--took 2 hours.  My acceptance of this resolution was contingent on the replacement fix the defect.  

I called the person sent to fix the chair, Jamie Howard, to let him know that not only was the defect not fixed but was actually worse.  I was told to 'give it a week'.  That night I could not lower the footrest, even though it was sloping, to get out of the chair.  I called Mr. Howard back and told him I could not wait a week as the chair was worse than ever.  He told me he would call customer service to see what to do.  After which Mr Howard disappeared never to be heard from again.

I contacted BBB and told them that Best did not comply so the case was reopened.  Again there was nothing down until I reminded them of the codes and then they said they would send the mechanism to another furniture store but I would have to pick it up and pay someone to fix the defect.   BBB closed the case.  When asked why because it had not been resolved they inferred that Best indicated they were not going to do anything else.

Posted on Best Facebook and was ask to private message someone to give details.  Remember the statement about July, 2015, being important in their schemes.  It appears hidden in the color that obscures all writing is a statement that the warranty is only good up to 18 months from date of manufacture. After that date you have to pay for repair, they will provide the part but you have to pay shipping. 

This beastly chair is defective and malfunctions, has been from 1st day of purchase January20, 2017, new out of box Best has the worst customer non service I have ever seen.   They have never told me who handled warranty work in this area.


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