Complain about a product or service

Furnitureland South - Wrong Color

Furnitureland South
• Wrong color
• Defective merchandise
• Delivery problems
• Substitions/"not in stock"
• Employee responses

Darryl of Upper Marlboro MD (10/18/03):
On April 14, 2003, my wife and I made the following purchases of furnishing from the showroom of Furnitureland South in Jamestown, NC: 1 Century Chair, 1 Century Ottoman, 1 Centry Sofa, 2 Kessler Milano Barstools, and 1 wildwood Flowing Colum Lamp. The total charges amouted to $3,665.10. A deposit of $2,000 was applied on April 14, 2003. Our salesperson was Mr. Reggie Robertson, and he was assisted by Kim (last name unknown) a representative of Century Furniture. From what we know of Kim who assisted Mr. Robertson, she works directly for Century Furniture but serves Furnitureland South with Century products.

During our visit at Furnitureland South showroom, we were asked to browse thru several Century Furniture fabric books to select a color for our Centur furniture. We selected a green colored fabric. The Century Representative (Kim) and Mr. Roberston both assisted us with the color selection of green for our furniture. To ensure that we would select the correct color fabric for our furniture, we brought along with us a carpet sample and a wallboard paint sample taken from our house so that everything would coordinate and match. The carpet and paint samples were presented to both Mr. Robertson and Kim so that they could assess the color coordination and determine what color scheme we were trying to achieve.

After selecting the fabric color of green as the base color, Kim proceeded to coordinate the 2 sets of pillow selections for our sofa and chair. The order was then taken by our salesperson, Mr. Robertson, with Kim assisting and verifying that the information copied from the fabric catalog was recorded accurately onto our sales contract.

On June 7, 2003, we took delivery of our Century Furniture. Immediately after uncovering the wrappings on our furniture, we surprisingly noticed that the fabric color was of a brown/tan. The color we selected was green. On June 8, 2003, we notified Mr. Roberston via e-mail and by voice mail to advise him that the color on our furniture was of a brown/tan and that this was not what we selected.

On June 14, 2003, Mr. Robertson then contacted us to advise that the color he order for our Century furniture was identified as taupe and that he was waiting on samples that he requested from Century so that he could compare what fabric color he ordered versus what was in the fabric cagelog. After days had elapsed, we then contacted Mr. Robertson to determine if he had received fabric samples from Century and he replied that he had not receied any samples. Mr. Robertson then called us to request that we mail him an arm cover taken from our chair or sofa so that he could make the comparison. On June 28, 2003, sent an arm chair cover to Mr. Robertson. It was received by Furnitureland South on June 30, 2003.

Inasmuch as discussions were extensive with Mr. Robertson and Kim regrding our color scheme being green, it was very clear to them that green was our fabric color. Unfortunately, after visiting a local furniture store in Virginia and examining the same Century fabric catalog that was in Furnitureland South, we discovered that the lighting in the store made the fabric look green. We also asked two salespersons in the store what color was the fabric presented to them. They each stated that the fabric was green without any reservation. When we pointed out to them that the color was taupe as noted in the catalog, they both were sure that the color was green and if not, then Century Furniture mislead us to believe that the color was green.

After discovering what we found out about the problem with the store lighting which made the taupe color look green, Mr. Robertson acknowledged that the fabric color looked green to him in store and not taupe. We assert that had Mr. Roberston or Kim revealed to us earlier that the fabric color was taupe, this matter would not have occurred. Also, had Mr. Robertson forwarded us samples of the fabric color to our residence as he promised, we would have noted the color difference. Unfortantely, Mr. Robertson never did order the fabric samples because we have yet to get them to date.

On July 3, 2003, we sent a letter to Mr. Dick Cottam, Sales Manager of Furnitureland South and requested that he look into the matter. On July 19 and 26, 2003 we contacted Mr. Robertson on the status of our concern and also our 2 Kesler Milano Barstools. Mr. Robertson did not return our phone calls. On August 11, 2003, we sent a letter to Darrell Harris, President, to inquire about our furniture fabric and the barstools. On August 12, 2003, Mr. Robertson called to advise that he and Kim did discuss the fabric issue but neither Furnitureland South or Century Furniture wanted to take responsibility for the mistake.

Also, during the conversation, we asked Mr. Robertson about the status on our barstools, and he stated that he will check on the barstools and get back with us.

On September 17, 2003, we sent another letter to Mr. Harris requesting the status of our barstools, flowing column lamp, and the unresolved fabric color issue with our Century Furniture. On September 29, 2003, we sent a follow-up letter to Mr. Harris advising him that we had not been contacted by Furnitureland South. On October 7, 2003, we contacted Penny Clearmont, Post-Sales Manager, of Furnitureland South, who advised us that she informed Mr. Robertson on August 19, 2003 that the barstools fabric and finish had been discontinued that he should contact the customer immediately. Ms. Clearmont advised that based on notes in the file, Mr. Robertson reported that he attempted to contact us on September 24, 2003 but was unsuccessful. We informed Ms. Clearmont that Mr. Robertson has our work and home numbers and that voice mail is available at home and work. We also informed her that Mr. Robertson has our e-mail but failed to contact us by e-mail. Ms. Clearmont advised that Mr. Robertson reported in the files that he would re-attempt to contact us on September 30, 2003. We have yet to hear from Mr. Robertson.

On October 8, 2003, we informed Ms. Clearmont that we request a refund on our barstools and for Furnitureland South to deliver our flowing column lamp. Ms. Clearmont later informed us that she began the process for a refund and a delivery date for our furniture. It is our desire to file a complaint against Furnitureland South and Century Furniture for negligence and careliness for not bringing the color fabric of taupe to our attention, unwilling to exchange or re-do our furniture fabric from taupe to green, unwilling to comprise or offer some form of relief.

Furnitureland South has provided poor customer service, namely Mr. Robertson, Mr. Harris, and Mr. Cottam. Ms. Clearmont has been the most helpful person and thanks to her for informing us on the barstools.

Mahendra of West Windsor NJ (10/2/03):
We purchased Broyhill Dining Room and Pulaski Bedroom Furniture. Both pieces came darker color then in showroom. The china closet door doesn't close properly, table has few holes that were hidden becasue of darker shade of colors, the chair is not the same as we saw in showroom. The bedroom furniture - drawer is such a poor quality that hinges is resting on piece of cheap wood. 2 of hinges came off when we open the drawer.

We complained to Gayle Williams, Max Knoots, Kevin Williams and salesman Richard Pope. We also sent lot of pictures to shows them the color and defects. There is no response from them. If we dont't get response in few days then we plan to take legal action. We spent almost $11,000 on furniture.

Charlies of Hertford, NC (10/13/01):
In August 1999, furniture we ordered was delivered and everything was fine with the exception of 1 bar stool. We had ordered 3 stools; two matched, however, the 3rd did not. I followed all instructions to correct the problem by sending a photo of the stool and it was obvious in the photl that it did not match the others. We did not hear anything, so I called several times. We finally did receive another stool, however, it did not match either.

The last time I called, I was told the company would send a brochure on similar stools since the original stool was no longer available. I never received the brochure or a call back. I would still like to have 3 bar stools that match since they are all for use together.

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