|
Kane's is a Florida chain of furniture stores that seems to have some customer service problems that should perhaps be addressed. As of this writing (4/19/05), we have received more than 60 complaints from Kane's customers, including those below.
Please note that, as always, there are unrelated stores with similar names, including a "Kanes of Sarasota" and a Kane's in Charlottesville.
Flo of Floral City FL (07/03/08)
June 27, 2008 I found a bed room suite at Kane's Furniture in Ocala, I was told all the pieces were available and received a price total. I told the salesman Michael, that I had one more place to look but that I was sure that I would be back on Wednesday to complete the paperwork to buy the set.
I called him Sunday when I got home and indicated that I would be in on Wednesday for sure to purchase the set and asked if he could measure one more item for me. Wednesday I called at noon when Michael started work to again say that I would be there that afternoon to purchase the set. He asked what time and said again that there was only one headboard left at the warehouse for this set. I asked if he could put a hold on it knowing that I was arriving this afternoon to complete the sale. He said he couldn't without money. And I said Well I hope then that it will be there. I told him I would be leaving about 4 pm and be there as soon as possible.
When I was 10 miles from the store he called to say that he had bad news in that the one headboard that was in the warehouse was damaged. I said, but you still have the one on the floor, yes he said. I said; ok, I will be there shortly I am 10 miles away and driving.
When I got to the store Michael said the manager Jim,won't sell the headboard without the mirrored bridge piece with the piers from the floor. But he will give me a good deal on all the pieces. My original quote included delivery. Now the story was changing to he will only sell the floor samples because of this bridge piece and oh by the way we don't deliver floor samples.
I said I am willing to take the headboard as a floor sample but all of the other pieces you told me were in the warehouse. Then I was told that even the headboard in the warehouse still in good shape would not be sold to me because the manager needed to sell the floor samples. He said if you don't have it in writing then you don't have a quote. I said I have the total written on his card by him for the pieces we agreed to. The manager said that is not a sales contract and this conversation is going nowhere, goodbye.
Dawn of Tampa FL (06/21/08)
My husband & I went to the Kanes on Hillsborough looking for a sofa sleeper. We looked & found what we wanted. We looked around for a sales associate for 10 minutes before going up to the customer service desk to ask for assistance. The lady at the counter gave us a look like we were bothering her, but she paged someone over to where we told her we would be.
5 minutes later we saw a sales person approaching us but he was stopped by 3 other people. When he finally acknowledged us he said he would be another 15-20 minutes before he could help us. Forget that! If I have to wait 45 minutes to be helped in the store, I don't even want to wait on them if there are any problems later.
Linda of Ocala FL (06/12/08)
I purchased a bed/mattress from them on 5/18/08- delivered on 5/22/08. The mattress is too soft, I cannot sleep on it. I contacted them on 6/10/08 & stated I would like to exchange the mattress, I was told I must keep it for 60 days before they will replace it. Why must I keep something that I already know is uncomfortable & I do not want?
I went into the store to complain and the response I got was it was okay in the store I told them a few minutes in the store versus a few hours/weeks at home is a big difference! What feels okay in the store is not the same as sleeping on it at home. All I am asking is to have it exchanged, they don't have a problem with exchanging it AFTER 60 DAYS until then I am stuck with a mattress I can't sleep on.
I can't sleep, wake up with back & neck pain. Do not do well at work because of lack of sleep.
Linda of Ocala FL (06/12/08)
I purchased a bed/mattress from them on 5/18/08- delivered on 5/22/08. The mattress is too soft, I cannot sleep on it. I contacted them on 6/10/08 & stated I would like to exchange the mattress, I was told I must keep it for 60 days before they will replace it. Why must I keep something that I already know is uncomfortable & I do not want?
I went into the store to complain and the response I got was it was okay in the store I told them a few minutes in the store versus a few hours/weeks at home is a big difference! What feels okay in the store is not the same as speeping on it at home. All I am asking is to have it exchanged, they don't have a problem with exchanging it AFTER 60 DAYS until then I am stuck with a mattress I can't sleep on.
I can't sleep, wake up with back & neck pain. Do not do well at work because of lack of sleep.
Yvonne of Tampa FL (06/02/08)
I purchased a sofa, loveseat and mattress from this store on 24/5/2008. I paid $75 $ $65 for the chairs to be treated with a stainguard that would resist liquids and dirt. This means it would be so resistant that liquids would 'bead up' on contact. The sales person even did a 'smoke and mirrors' trick where she showed me how good this protection was, if I had only known! As soon as the furniture was delivered I did the water test. Lo and behold the water seeped right in. The sales person had also assured me that I would be presented with a certificate as proof that my items had been treated as soon as they were delivered, I received no certificate.
The woman on the phone that I spoke to re the problem, said if the items ever got stained they would clean them, I paid for them not to get stained so why would I need this, then she tells me the water seeped in because of the type of fabric. This was not told to me when I was purchasing the item. The store manager would not even do me the common courtesy of speaking with me. They have my money so I suppose they have no use for me any more and there's still many more gullible consumers that they can dupe out of their money out there. I would not recommend this store to anyone and I would want to warn my fellow consumers not to purchase anything from this store. My entire purchase totalled $2,269.92
I feel that I have been robbed blind by Kane's furniture store. I have been duped out of $140 plus tax.
Clifford of Clermont FL (05/27/08)
Watching Tampa Rays baseball game 6/26/08 10 srikeouts occured. I tried your site Kanessstrikeout ror the Pizza as advertised. Was told that a form had alllready been printed. I have never been to the site before. If this is just a Scam please say ao.
Jeanette of Wimauma FL (05/27/08)
i am writing about my attempt to log on to kanesstrikeout when the Rays team in florida pitch 10 strike outs. Kazmir, of the Rays did just that last nite, May 26, 2008 but I was unable to log on to your site, after 40 min of trying. This morning at 7:45 am, May 27, 2008, I was able to log on but got the message a coupon was already printed out for me. No such thing happened. Please advise.
Elaine of Palm Harbor FL (05/13/08)
I was looking to buy a sofa, but after reading all these comments...no way. I have purchased a few things from the before from Joe was very nice, but other sales people were rude and could care less about anything but the sale. Its a shame, we all work hard for our money, but who needs the attitude? They do need to clean up their sales floor by replacing a few of the sales people. There are to many stores looking for business. Kanes, shape up and maybe someday I'll come back and spend my money. Meanwhile I'll go elsewhere!
Pat of St. Petersburg FL (05/07/08)
I purchased several items one included a living room set for my mother, which was damaged. They said they would send one of their professionals to determine what could be done. The tables were nicked and after going back and forth with the store we just gave up. I bought over $4000 alone for a bedroom set and a dinning set, but after 4 deliveries the china cabinet was broken, the glass cracked and finally I gave up. The bedroom set was king sized but they kept trying to send a queen headboard, it was so frustrating that even after I sent it back, I continued getting phone calls for scheduled deliveries from them.
I'd also purchased a mattress set and explained prior to the purchase that my mom had spinal deteriorations and it would be very important that we find the right one. The sales person was adamant that it would not be a problem, well IT WAS. After having the mattress for one night we knew she would not be able to keep it, so we tried again. They staff was so rude, they refused to help and Joe even told us to leave he didnt want to even talk with us. He told my mom to lay on one of the store mattress for 6-8 hours so she would know which mattress was right because he could not keep delivering mattress to her. My mother by the way is 100% legally disabled. She was almost in tears when we left.
We called the corporate office and it was like talking to Joe all over again. It does not surprise me that others have had such a poor experience, but what Kanes need to know is that poor customer service will certainly lead to the demise of their business and when those jobs are outsourced they will have all the time in the world to consider what they could have, and should have done to please the customers who drove from all over to try and patronage their business.
We lost money, on the mattress, as well as the other items because of the delivery charges.
Sandi of Orlando FL (05/02/08)
Purchased furniture in Dec 07 (special order approx $2500) delivered Jan 08, at time specified, 2 items damaged, had reordered, picked up table which when got home had nicks in it, Kanes reordered the couch at that time Jan - just rec'd in Apr and pillow with the couch was not stitched properly - when they called to see how delivery went I stated the pillow issue and was informed that they would have their man come out and fix it
ISSUE is that I have been put out due to the lack of checking product before delivering and that anything that they did was to be on their time not mind-- even though I am the customer -- CUSTOMER SERVICE LEAVE SOMETHING TO BE DESIRED...do not plan on making any future purchases from this store.
Joni of Ocoee FL (04/11/08)
My husband and I ordered a table and chairs and an area rug from Kane's on 2/25/08. We were told that the furniture would not be in the warehouse until 3/28/08. We thought a month was a little long to wait but we were willing to do it. I called about 2 weeks later and ordered 2 more chairs to go with the table and was told that my sales person would call be right back and place my additional order. I waited a day and a half and still no one bothered to call me back. So I had to call back a second time and finally whom ever answered the phone placed my order. On March 28th, the supposed day of delivery, we heard nothing. I waited four days, ample amount of time for someone to call us, and had to call and check on my order. When I called I was told that the furniture that we had already waited over a month for would not be in until June! I can't believe that no one knew before March 28th that the furniture wouldn't be there until June. I should have received a phone call before then. After all that we were willing to come to the store to find something else. All we asked for was some kind of discount and to wave the $79.99 delivery fee. We were told that we weren't going to get anything for our trouble so we cancelled our $800 order and never received an apology from the manager who did the refund. Come to find out when I got home we had a coupon in the mail for 20% off. So all the manager had to do was to say we used our coupon and wave the $80 delivery fee. Instead you guys lost $800 worth of business. We went to Badcock and purchased $2100 worth of furniture.
David of Clearwater FL (03/18/08)
I went into Kane's after seeing an advertised sale. There was a desk and chair on sale. I was told to go to the St. Petersburg showroom to get it. After driving 30 minutes south I was disappointed again. Of course, there were no sales people around when you need them. I waited for the sales person, and we started to make the purchase. I was also looking and planning on buying bookcases and other things that would total over $4000.00. Back to the desk--it was never marked or any notice that it was out of stock or that it would be a few weeks before it would be in. The sales person had the attitude: Oh well, you can wait. After speaking with the assistant manager, Joe, and explaining the story, he was even harder to deal with. I offered to buy the floor model; he still was firm in saying no. Even though the item that I wanted had no sign or notice it was on back order, he refused to allow me to have the floor model.
There was not good customer service, so the store lost the entire $4000.00 sale. I did go to another store and actually bought everything I needed and saved $700.00, so I guess everything happens for a reason. I have read the comments regarding the attitudes of Kane's employees and figured it was being blown out of the water. But I can now say that they were true, and I will never reccommend them to anyone.
My entire day was wasted running around because of this situation, and it caused a lot of grief. With the economy the way it is, they really need better customer-friendly sales people.
Thomas of Clermont FL (12/19/07)
I bought a sofa and love seat that was on an advertised on the radio sale. I was charged full price for the furniture and went to the store twice to resolve that issue.I also had been charged $508.00 for a matching chair that I had only asked the sales man to call me and let me know the the price of when it went on sale the following week.He never called and he put it on my charge card that he had the information on from that previous purchase.This was an unauthurised use of my credit card and I called the store to tell them and haven't received a refund as of yet.They didn't even offer any kind of compensation for the trouble they put me through.I talked to everyone including the manager that was involved. I recommend not dealing with Kane's Furniture
My charge card was over drawn and was charged overdaft fee. It affected my mortgage payment and credit and also caused embarrassment
Thomas of Clermont FL (12/19/07)
I bought a sofa and love seat that was on an advertised on the Kane's radio sale. I was charged full price for the furniture and went to the store twice to resolve that issue. I also had been charged $508.00 for a matching chair that I had only asked the sales man to call me and let me know the price when it went on sale the following week. He never called, and he put it on my charge card that he had the information from that previous purchase.
This was an unauthorized use of my credit card, and I called the store to tell them and haven't received a refund as of yet. They didn't even offer any kind of compensation for the trouble they put me through. I talked to everyone including the manager who was involved. I recommend not dealing with Kane's Furniture My charge card was over drawn and was charged overdaft fee. It affected my mortgage payment and credit--and also caused embarrassment.
Harold of Lakeland FL (11/25/07)
I received a special custumer award for $500.00 and proceeded to buy a couch and mattress. I was told the $500.00 certificate would save me $100.00 dollars on a $1000.00 dollar purchase. Needless to say, I walked out, which is no big deal. But these come-on tactics really upset me. Now all I am asking is please, please remove me from you mailing list. I will not deal with your sales tactics.
I have disappointment in a business that I thought was reputable.
Mimi of Orlando FL (05/19/07)
1. 5/12/07 paid with credit card $2678.57. Promised delivery date 5/19/07. Was told that delivery driver would call morning of delivery to provide a 4-hour window for delivery.
2. Delivery date was confirmed by telephone on 5/14/07 and again on 5/18/07. Delivery date was also confirmed by two separate emails.
3. At 11:30 am on delivery date still had not received the promised phone call from the driver. I contacted the Orlando store and spoke with “Letitia� who told me their truck had broken down and the delivery might “be as late at 4:30 – 8:30 pm.� I advised her that I would have appreciated a phone call, alerting me of this fact. She said they had been calling customers.
4. Letitia advised me that they wanted to reschedule the delivery to another time. I refused, requesting that they honor their promise.
5. At 3:30, I again contacted the Orlando store for an update. Letitia put me on hold and supposedly contacted their delivery department. When she came back on the line, she said my delivery would be between 4:30 – 7:30 pm. I said that would be just fine.
6. At 6:30, I received a phone call from the driver who advised me that his “partner� was ill and that he had gotten permission to return all undelivered merchandise to their warehouse. I asked him where that left me and he advised me that someone would call within the next 5-10 minutes to reschedule.
7. I contacted the Orlando store again and requested to speak to the manager. Unfortunately, I did not get her name. I advised her that I was angry with the situation and that I wanted to cancel the order. She said she would process the paperwork and I could expect my refund within 3-5 days.
8. After hanging up, my husband reminded me that they got no real information from me, other than my name. Based upon the experiences of so many other customers on the pages attached, I have a sinking feeling that we will not see our refund without a court battle.
Nelsene of Crystal River, FL (05/07/07)
My nephew and fiance' will be married on May 18th, 2007. He goes to college in Tampa, FL and she lives with her parents in Minnesota.
March 20, 2007 - I purchased for their first apartment, one entertainment center (no problem) and one dinette set, glass table top, heavy wood base, Four chairs white micro-suede fabric seat and back. I paid for the fabric protection of $15 per chair.
April 11, 2007 - I was at the apartment waiting for a delivery of living room furniture from another company, when I noticed the wooden base of the dinette had been damaged sometime in shipping. The edge of the very bottom of the base was crushed in and still even had a piece of styrofoam packing imbedded into the wood. I called the Ocala store and spoke with Barbara in Cust. Serv. and she checked with the manager and he said that they would replace the base, but right now it was on back-order.
About a week later in moving the dining room chairs out to damp mop the floor, I noticed a smudge on the face of the chair backing, next to the piping trim. It looked like glue, but since we had the warranty on the fabric, I called for them to come and clean it. When the man arrived the following week, he determined that it WAS glue and the chair would have to be replaced.
May 5, 2007 - the replacement chair arrived with black smudges and hand prints in several places over the chair. The delivery man took some spray and a white cloth and tried to clean it off, but it wouldn't budge. I told him that this chair wasn't acceptable and refused to take it. Our next attempt at a replacement chair is May 11th. We'll see. (The replacement base for the dining room table is still on backorder.
Rachel of Tampa FL (02/11/07)
I purchased a $3000.00 bedroom set on October 2, 2006. After numerous incomplete delivery attempts, waiting on a refund for items that had never been delivered, it is now February 11, 2007 and I still have no furniture and have no idea from the store when it might be delivered. I was promised a 10% discount from 2 managers only for it to be denied later. I am horrified that people can treat good honest Americans this way today.
I have lost time off work to meet deliveries that were not complete and denied. I cancelled a business trip to be home for one delivery with no delivery made. My credit card was charged in full for items I never received.
Susan of Atlanta GA (12/06/06)
Mr. Harris sent me a debt collection letter saying I owed $1500 to Kane's Furniture. I've never been to Tampa, never shopped at Kane's, and pay all my bills in full every month. I called Mr. Harris to say so. He rattled off my maiden name, my deceased parents' address and a SSN. He asked me to confirm whether these identifiers were mine. I refused to confirm/deny the SSN, told him I haven't used my maiden name in 15 years and that I sold my deceased parents' house 3 years ago. He said he'd notify Kane's; I should notify the credit agencies. He said he'd call me back later that day with an update. He never called. Meanwhile, I contacted Kane's. They asked me to confirm the same information Mr. Harris had -- including SSN. I refused to confirm or deny the SSN and told them the debt is not mine; they should pursue the individual who lives at the address where the $1500 worth of goods were delivered. They said they'd call me back later that day with an update. They never called.
I have notified all 3 credit agencies and issued fraud alerts. I have requested a credit report so I can find out about additional purchases and/or credit applications made in my name. I have contacted my local police and filed a police report. It is not clear yet what the financial consequences of this may be. I am still trying to determine whether Mr. Harris is a legitimate businessman or part of the fraud. Same for Kane's.
Ida of Avon Park FL (08/02/06)
I bought furniture on 9 or 10/04 paid cash & credit but paid in full. It was to be delivered on 10/12/04. I got a call that they couldn't deliver until 3/05, half of the order was defective. I waited several months to get replacement after much haggling. I was promised the delivery refund for all of the months I had to wait for replacement furniture, this I believe was in 11/04 and it was only $69.17, but I was looking forward to that refund. To date 8/2/06 I have not received a refund. I have called the store, I have called corporate, I have asked for ceo name and they refuse to provide me with that info. Everytime I speak with corporate thay say I will resubmitt and that I should receive a check in a few days, it's been over a year later and no refund. I would love to sue the pants off of them.
Stanley of Ocala FL (07/19/06)
Cancelled part of an order for furniture that we paid for in full before delivery. Was told that our refund would be received by us in 7-10 business days. This took place on 6/29/06. To date have not received refund. Have been in contact with Customer Service at the store by phone and in person on numerous occasions and have been told that the original refund paperwork was never processed, that the girl who processed it the second time was out and no one else could find the paperwork and then today was finally told that it has been processed and I think the check has been cut. I asked that the check be couriered to the store from Corporate or sent to me by overnight mail since we have had to wait so long for our money.
We have ordered something from another store and we are desparately awaiting our refund. We have been consistently getting the runaround and when we ask to speak to a supervisor or someone with more authority, we get nowhere. We called the Corporate Offices in Tampa and left messages on their voice mail. We asked for the name of the President/CEO and were told that it was not possible to give out that information to us. They are so slow and unorganized and uniformed and rude.
The consequences are that the furniture we ordered from another company was on sale at the time of purchase, has come in to the store and we are about to lose that merchandise beause we have not yet paid in full for it. Also, we recently moved into a new house and we are lacking for furniture - all because Kane's hasn't refunded our money in over three weeks.
Dennis of Tampa FL (04/25/06)
My mother who is 75 years old and in poor health called Kane's looking for a motorized recliner. Her salesmen was Nestor. He told her they had plenty of chairs just to come on down and pick one up. He then called back to say he was out of chairs, but don't worry he had located one at a different store and that he would give her a $100.00 discount.
He insisted I come to his store and pay him first, and that the other store was 5 minutes away. I paid him $535.00 for the chair and was told to head over to store # 3 that was at least 20 minutes if not more away.Upon arriving at the other Kane store we were told to ask for Thomas; he knew everything and was waiting for us. We found Thomas and he seemed a bit confused. He finally admitted that the chair was defective and missing parts. I spoke with the store manager and he asked does Nestor know this is a clearance store? Nestor totally wasted my time and money.
Elizabeth of Riverview FL (4/18/05):
On March 18, 2005, I purchased a dining room set, a recliner, and a bedroom set at Kane's in Tampa. When we ordered the bedroom set, we let Andy J., the salesman, know we wanted a specific headboard and footboard that was available with that bedroom set since you have a choice between two headboards and footboards. Andy said there was no problem. He even showed us how we could change from posts to balls on the headboard and footboard and said we would get that bed.
On April 16, 2005, everything was delievered with the exception of the headboard and footboard we wanted. They sent us the other headboard and footboard that was available with the bedroom set. While the delivery men were still there, I called Kane's to advise them of what was happening. A woman there told me to refuse the headboard and footboard and that she would have Andy call me when he got in. That was at 9:07 AM. At 10:07 AM, Andy called. I told him about the wrong headboard and footboard. He told me he remembered that we had wanted the set with the posts and said he would call me back when he found out what was going on. At 12:50 PM, Andy called again and said that he was informed that when he put the SKU number in with the order, it included the dresser with mirror, bed rails, and the headboard and footboard we didn't want. He then went on to say that if we wanted the headboard and footboard with posts, we had to pay $200 more. He also said that he was sorry and he took full responsibility for the mistake, but that the only way for me to get the bed I wanted was to pay the $200.
I reminded him once again that we wanted the other bed specifically because we liked the design with the posts and that he said there would be no problem getting that bed for us. He agreed that had been the situation when we ordered the bedroom set, but could do nothing else for me. I then let him know I was not going to pay another cent for the bed because that should have been told to me when we ordered the bedroom set not on the day of delivery and that if I didn't get what I ordered, they could come pick the bedroom set up. The deal was I would get the whole bedroom set for $3,899.96 with tax and not a penny more. He said he would have someone call me to schedule the pick up.
At 3:34 PM, Wendy, from the same store, called to schedule the pick up. I then advised her I wanted the bed I had ordered and didn't feel I should have to pay for Andy's mistake. Wendy said she had spoken to the store manager and that they couldn't give me a $200 bed and would have to pick up the bedroom set. I then asked to speak with the store manager. A few moments later, Tracey, the store manager, picked up. She told me the only way to get the bed I had ordered was to pay the extra $200 even though Andy had made the mistake or else they would pick the rest of the bedroom set up. I told her I was going to contact Consumer Affairs and Better Business Bureau about the problem. She then said they could discount the delivery charge of $69.99 and get me the bed for the remainder. I told her I would think about it because that still was not the deal I had made at the store. She then told me she would have Andy call me in case I wanted to do it that way and he could give me the final amount. To date,Andy has not called.
Jean of Ocoee FL (4/6/05):
It took me over an hour at Kane's in Orlando to buy one item -- a bakers rack. There were 5 people in the credit or service area. The sales lady and myself waited while they were joking around in a not-so-nice way. I was trying to pay for my item and all they were doing was playing. Finally I was told it would be at another store that I could pick it up in a few days. Then a not-so-nice man told the saleslady that no I had to wait until next week as the truck was not in the area till then. I'am very tempted to stop the order but I see you have a 48-hour time frame. I was in the store at 11:00 on 4-5-05. I will not be going in there again.
Mrs. John B. of Ft. Pierce FL (3/12/05):
Purchased from Kane's of Melbourne in March 2003, two recliners, one of which fabric is pilling quite profusely. I did not purchase the fabric protection because I really thought nothing could go wrong in a couple of years. I am quite disappointed in the product.
Edgar of Riverview FL (1/18/05):
We purchased dining room furniture from Kane's of Brandon. Furniture was received damaged. We contacted Kane's for review and it has taken 3 weeks for a response from them. I went to the store to advise them that the quality of the furniture is not what we expected, and requested an exchange for something better. We are willing to pay difference of the new furniture we now want. When we contacted Kane's about this they advised they would have to charge a 20% restocking fee.
We have been inconvenienced by them due to the long wait to have them review the damaged furniture. It is not my fault furniture was damaged when delivered, it is not my fault the quality of the furniture is not good, why should I have to be penalized by them by them taking 20% of the amount I have already paid for the furniture? I would like for them to either give me a complete refund of my money or allowing me to exchange my furniture for something better without being charged 20% restocking fee.
We are new to the area and are planning on buying a lot more furniture. We like Kanes but if this is not resolved they will loose a very good customer.
Ruth of Seffner FL (12/15/04):
I am writing this to let you know how disappointed I am in the customer service at Kane's Brandon store. Two years ago I purchased a chair and entertainment center. I was called twice to reschedule the delivery and then when the truck came my furniture was not even on the truck. I then immediately canceled the whole order and went elsewhere, vowing never to buy from Kanes again.
I found a bedroom set at Kanes I really liked so I thought I would give you guys another chance. On October 8th I purchased the Bay City wall bed with bed box and armoire. I was told by the salesperson it could be delivered that next Wednesday; I requested Friday as that would be a better day for me, that was no problem. Someone from Kanes called me on Tuesday the 12th to verify my address and directions. The driver called me on Thursday evening the 14th, again to verify directions, but also said his paper work showed part of my order on back order?
He said someone would call me early Friday to give me a four hour window. As of 9:30 Friday morning no one had called. I called the store and they told me the truck was full and I would have to re-schedule the delivery. To say the least I was LIVID, bringing back memories of two years ago. I had taken the day off to be home for the delivery which made me more angry.
It was re-scheduled for Saturday, and the manager I spoke to at the Brandon Kanes store promised me a $100.00 customer incentive credit and credit the $50.00 delivery charge for the mix up. Saturday morning I pick up the paper and the set I purchased a week prior was on sale for $180.00 less. I went to the store and John K., the Brandon store manager, promised me $80.00 more credit to meet the sale price, I was given $100.00 off when I purchased the set, as a “cash discount” according to the sales person.
The manager said Kanes does not give cash discounts and I was misled. The sale also stated 20% off any regular stock single furniture item, I requested 20% off the armoire as I paid full price for the armoire as it was not on sale.
Now for the delivery, the items were delivered on Saturday. The delivery gentlemen had never put the bed box together with that set and were not sure how to do it, they apparently didn’t do it correctly as now I can’t open two of the drawers on the pier cabinets as they hit the bedbox. They also said they did not install hardware, there were 26 handles to install with 2 screws each, I have carpal tunnel and to say the least it was very painful for me to install the hardware but I did it. The manager at the Brandon store said they should have installed, I guess they were too busy to take the time.
One of the drawers on the Armoire will not close, it is hitting something, one of the drawers in the bed box will not open. I am very frustrated as now I will have to take time off work to meet with someone to fix all these problems.
William of Sebastian FL (12/11/04):
Returned rug to the Melbourne store on Nov 17, 2004 and have not received my credit on my credit card yet. They told me on Thursday, Dec 9, it had been processed at their corporate office. It has not showed on my mastercard acct as of Dec 11. They originally told me it would be 7 to 10 working days. We have a business and we do credits immediately for our customers.
Myriam of Orlando (11/5/04):
On 11/16/99, I bought some living room furniture at Kane's Orlando store for $2,649.97. Because of the value of this furniture, I also requested to get the Stain Guard Lifetime Warranty for $190.00 to protect it against stains. Around August 2003, I discovered stains on one of the cushions on my reclinable love seat. I contacted Kane's and I was told I have to deal with StainSafe because they are the ones responsible for this warranty.
I contacted StainSafe and I got a claim number. StainSafe sent me a technician who tried to remove the stain; however, the stain got worse, so the technician requested new material to replace the damaged portion of the sofa. StainSafe faxed an order to Kane's to replace the love seat because the same type of material was not available. Kane's refused to honor the warranty, claiming that StainSafe was responsible for the replacement. For over a year, I have been trying to resolve this problem but I get the run around.
StainSafe tried to deal with Kane's without any results. StainSafe advised me to fax a copy of all my receipts related to this furniture purchase. I faxed all my receipts to StainSafe on June 23, 2004. However, I did not receive any response from them either. I went to Kane's personally and tried to talk to the Manager, but some employee (I do not recall his name) told me the Manager was out and that Kane's did not have any business with StainSafe and that I have no grounds to enforce the warrranty with Kane's.
Another lady in the customer service office told this employee that the customer is right and that Kane's was in fact responsible for the warranty, because the customer signed the warranty transaction with Kane's not with StainSafe. Then she told me that Kane's would take care of the replacement. This happened around Jun 11, 2004 and up to this date, no one has contacted me for anything. They conveniently have forgotten about this.
I have paid for a service that I thought Kane's would provide to me. They are ready to take the money, but when it comes time to honor a commitment, they treat you bad and forget they are a service company. I just feel that I have been taken for my money, and now I have a piece of furniture that I'm ashamed to have in my house. But unfortunately it cost me a lot of money and I just can't throw it away.
Rosario of Kissimmee FL (9/10/04):
When service promised was not delivered, we requested full cancellation of the order and refund of total amount paid to the Orange Blossom Trail Kane's store in Orlando. After an extended period of time, the store finally agreed to cancel the order but refused immediate refund. Their excuse was that they had to send "paperwork" to Tampa and that we would receive our refund in not less than 7 to 10 days.
If our payment had to be immediate, why can't the refund be immediate?
The service promised was removing our TV set from our old entertainment center and inserting it into the new center. We would take care of the wiring. My wife (54) and I (64) are unable to lift anything heavy due to her broken arm and I am a 3-time cancer patient. They wanted to leave everything in the center of our living room. They claimed to be deliverymen, not movers!
We will never consider buying anything from this company again.
Richard of Dunnellon FL (8/20/04):
We purchased an entertainment center, sofa and love seat from Kane's in Ocala. We paid cash and left to get a truck to pick everything up. When we returned, they had sold the furniture to someone else and refused to return the cash. They said they would mail a check within thirty days. I became very loud and demanded to see the manager. Every employee in the store left the floor and went upstairs to avoid me. I soon found two other customers who had the same experience that day when they came to pick up their purchases. It took over two hours to get someone to fill out the paperwork for a refund.
Rita of Orlando writes:
On 1/17/01 we purchased a coffee table. To date (3/7/01) we have had no response to repeated calls and inquiries to the store where the purchase was made - or to the customer service representative Jennifer in Tampa. Curiously or deliberately Christen (at the store) gave us the wrong number for Jennifer. When we were unable to reach the Cust Rep we called the local store back and a man gave us the correct number.
NO ONE has indicated an interest in finding this coffee table or responding to our messages. Voice mail messages go unanswered, assistant managers and managers are not available and the computer system is down. We are polite people - see no need to raise our voices but are seriously considering protesting outside the store!
Michael of Tampa writes:
We ordered furniture on Kane's Day-After-Thanksgiving sale. We ordered an entertainment center, a dining table, 6 chairs, a server, and a china cabinet. They all match which is important because we have a great room plan in our house.
Well, the entertainment center and the server arrived. The entertainment center was missing a knob and a glass shelf was chipped. We reported it on delivery but still have not received replacement parts. Then eventually our dining table was shipped ... no chairs, no china cabinet. Now we have to bring our old stuff back in so we have a complete set and the new table has been sitting in our garage for a month so we can't park our car in there.
So we are waiting and waiting for the rest of our order ... then 3 months later they tell us that the china cabinet has been discontinued. The manager was supposed to try to locate one for us but he never called when he said he would and was never in or in a conference when I called. No surprise there, we have been getting the runaround from all associates for the last 3 months!
Edward of Winter Garden:
I bought a $1,000 loveseat from Kane's Furniture on South Orange Blossom trail in Orlando. My mother cut her hand on an exposed tack and several screws fell out of the chair. They brought a another chair out to replace the piece of c*** we bought. This chair was worse than the first. One side of the chair was uneven and it is hard to get it to recline.
They sent a repair man out. He said he couldn't fix it and he would send a report in so we could get a refund. We never heard anything from the store after that. We have called and went to the store in person twice. They said they would call us both times, but we still have heard nothing from them!
Art of Melbroune, FL, writes:
Let me start by saying I am not a difficult person to deal with, I am a financial professional in our community and have been in the financial services industry for almost 40 years. Most of this has been in a managerial position. Kane's has 14 stores in Florida and has been in business for years and I have been told by several people that they have always had poor customer relations.
After looking for a dining room set for about 3 weeks, we went to Kane's to order it on July 15, 2000. The following is a summary of the experience we had trying to spend money at this store.
- July 15 (Sat) Ordered Table, 6 chairs, and China Cabinet Salesmen Mike Wiese checked the computer and said, "We are in luck, all of it is in stock." He said it would be delivered the following Thursday (7/20).
- He then tried to sell me a warranty on the fabric on the chairs at $10 per chair, told him no, all I wanted was the furniture. I was very specific. When he brought me the sales contract he had added $10 under each chair. I told him I did not want the warranty and he said he misunderstood me I told him to take it off. We then had a women try to sell it again and I told her no. Mike then came back and tried to sell it again.
- Mike redid the contract and when I reviewed it he had added a delivery charge of $50.00 that he had not told us about. We finally got the contract right and I left. Mike told me I would get a call a day or two ahead to schedule the time for delivery.
- July 19 (Wed) About 6:00,I did not get a call on Tuesday or today so I called the store. Lady there said it was scheduled for first thing the next day. I tried to move it because of a conflict and they would only do that if I paid an additional $50 delivery fee. She said the extra charge was because I had given them too short a notice of a change of delivery date. I reminded her that we had gotten no notice at all, but she said we would have to pay the $50 anyway. I agreed to meet truck at the house on Thurs 7/20.
- July20 (Thu) 9:15 AM Driver asked for a check for the balance owed. I told him I had that for him but wanted to inspect the furniture first. He then told me the china cabinet was not on the truck. I asked why and he said it was not in stock but should be the following week, he thought. He called someone to get permission to collect less money. While he was on the phone, I decided that I would not take any furniture until it all was in. I told driver this and they left.
- July 20 11:00AM, Called corporate office, switchboard (Joanne) refused to put me through to Pres. Office. She said she was instructed that no customer could be put through to President's office. She took a message and a Jennifer called me back. Jennifer said she was the Cust Serv Mgr. When I told her about the high-pressure sales on the warranty, she assured me that was not normal. She told me that the cabinet had been out of stock since July 1 and was not expected to be in till the end of Aug or maybe early Sept. I offered to take a piece off the showroom but she said no. I asked for my money back and she said she would have to wait for my check to clear my bank. I told her it had cleared already and she promised to mail a check the next day, Friday. She refused to mail it today.
- July 24 (Mon) NO CHECK. Called corp. office and asked for President was refused but did get to leave a voice mail for his asst, Michelle. Left message for her at 4:08PM. Called back and left voice message for Jennifer at 4:40PM and again at 4:55. Left voice message for Michelle at 5:05. Called and held for about 30 min and operator put me thru without telling me to a lady by the name of Jackie, she said she was in personnel and operator didn't know what to do with me so she got the call. She suggested I call Patti Grace the Store Manager. I did and went through several questions before I was allowed to talk with her. Told her of my experience with pressure to purchase warranty, she said she was glad I told her of this because that meant that the sales people were following her instructions. She promised to check on this and call me Tues morning. Told her if not resolved, I planned on picketing the store, she said go ahead. Gave her Office and Home phone numbers.
- July 25 (Tue) Approx 3:30, NO CALL BACK from anyone. Called my attorney and asked him to call. He called for Patty Grace. Left a message for her to call.
- July 27 (Thu) NO CALL BACK to attorney or myself. Picketed from 4:30 to 9:00 Shortly after I started picketing, Jennifer called house and spoke with wife about 5:50PM, said she didn't know where check was and she had mailed it on Monday (not Friday as she promised) Talked to couple that came out of store. They have had same problem but for $1,900. and have been trying for 2 months to get money or furniture. They stayed home for 6 diff delivery times and still don't have all the furniture. Six deliveries for a five-piece bedroom set, what a waste of time and money.
- July 28 (Fri), 2nd day of picketing, man from store said he was store Operations Mgr and check was being delivered to store for me on Saturday. 3 more people told me of the same type problems 2 going back to early May.
- July 29 (Sat) icketed today and now up to 10 people who have had problems. One lady called the Sheriff to witness what they told her about her refund. There were 3 diff people in store at the same time trying to get their furniture or money back. Was approached by women and two men from the store. I assumed the woman was the store manager, but she did not say and she was very unprofessional. And somewhat juvenile. One of the men was the Oper. Manager and when I asked where my check was he said he had told me it was coming on Monday and he said, "That's your trouble you have selective hearing" The other man was around when I bought the furniture. I believe him to be like a floor manager. He is big and he called me a liar and said he was there when I told the salesman I wanted the warranty. HE WAS NOT THERE and I never told the salesman I wanted the warranty. He also said "I KNEW YOU WERE AN ASS AS SOON AS I SAW YOU." I said I had contacted the TV stations and he said, "What can they do, we are a billion dollar company". I went home a little after 8 and called the Sheriff and put this incident on record.
- July 30 (Sun) Rain. Did not picket. Got list of all the Chambers where Kane's has stores and wrote emails to them.
- July 31 (Mon) Got a message from the store that my check was there. Went by with the Sheriff and got the check. Check is dated the Friday (7/21) that it was originally was to be mailed. Wonder what happened to it since it was mailed on the following Monday according to what Jennifer told my wife on 7/29.
All in all this was a terrible experience and I keep thinking of the others who have not gotten resolution yet and the ones to come in the future. But what can you expect from a business whose president has forgotten the customer is the one paying his salary. Thank goodness I did not accept partial delivery as many others did or I might be fighting for months to get the rest. I believe that if an attempt were made many customers would come forward with stories like mine.
Richard of Orlando writes: (4/2/01):
In August 2000 we purchased a sofa and love seat worth $1,500.00. When we recived these, we noticed that we were missing the back cushins that are part of this furniture and without these neither the sofa nor the love seat can be ultilized. On the following business day we called it in and set up an appointment for the service person to come to the house and survey the missing parts. It took a while for this person to show up (sept 19, 2000) and it took even longer (oct., 2000) for the WRONG cushions to be mailed to our house.
We called Kane's once more and talked with Ivette (customer service rep. for the Orlando store); she was nine months pregnant and ready to go out for her maternaty leave. She claims that she put in the order again and if within three weeks we have not gotten any more information that WE needed to call in again. Instead of them calling us to verify that all is going well, we had to do this when it is their job as CUSTOMER SERVICE reps. I patiently agreed and three weeks later nothing. Called the store and talked with Delia. She looked into our files and stated that there has be no re-order since the first one placed on back in Aug/Sept. That she would take owenrship of the situation and made sure that we would get our cushions ASAP. She typed in the information needed and sent a rapid E-mail to the manufacturer's office and told me that this should speed things up.
January 2001 is here and still no cushions. All this time I am waiting on them to deliver on thier promise and yet nothing. Not even an apology letter, or update phone calls on our situation. I called again and spoke once more with Ivette and told her that I was the customer that talked with her the day prior to her leaving for her term. She partially remembers me and look into Delia's notes but just like Delia, she too did not find anything. Now, this is getting rediculous. I asked her very kindly what is going on and she explained that because she was out for all this time she could not really tell me for sure. Even though she was the first person I talked with who set up our appointmens, she had no clue. Did not offer an apologies, talk to her supervisor, condolences nothing to keep us calm whatsoever. It is as if they truly do not care about customers.
I went to the store and spoke with the salesperson who sold us the furniture, Stanley, and he claimed that was very unfair for us having to go through this and offered that we come in when the gerneral manager was in, Keith, and have this furniture exchanged completly. This is not what we were looking for, nor did we want anything else but our cushions. So we patiently went to the customer service desk asked to speak with Ivette but she was on the phone forever and could not attend to us. We waited til very late. My son had yet to have his dinner, my wife had to cancel her reservations for that evening and still no one cared but Stanley to help out. One guy who had no clue of what was going on decided to help out but made the situation worse by looking into our files and he to claimed that there was no information pertaining to our re-order. This just keeps getting worse.
Finally on March 05, 2001 I got to speak with a supervisor only after having Delia transfering me over to her because Delia did not recall any such order that she made nor could she find records of such. Still, after all this time no apology, discounts, or letters from any one at this store. I waited one more day to speak with the supervisor, Kesh, and Delia promised that she would ask Kesh to call me back I was the one who had to call back the next day because it was 3pm and nothing from this store or its reps. When I called I asked for Delia and asked her why did Kesh not called, she stated that she would put her on the phone to speak with me but failed once more to even apologize for her not giving the message. Kesh came on the phone and answered as if she was answering from her house, HELLO? Did not identify herself nor she had any clue of my problem. This is way too much. Now just like the rest of the crew she stated that she would take care of this situation and re-order our cushions and that if from three weeks from today we would not receive these to call her back.
I gave her 3wks and 3days and called on Wednesday March 28, 2001 and talked with Delia once more because Kesh was not in for that day. But that she promised once agian that she would give the message to Kesh. Next day came and no call from no one, I calle again and spoke with Delia she passed me quickly to Kesh with out even asking if I wanted to hold. Kesh came on again not identifying herself. Told her who I was and asked why she failed to call. She told me that she was not aware of the situation but that for me to explain what was going on. Agian no apology, no compensation, no nothing to make our wait a pleasant one. So, by this time I was very upset, so very upset yet politely I explained and she turns around and tries to point the finger at me by calling me a liar. Her words, "Mr. C, I will be more then happy to help you with this situation but you should not say things that are not true". This blew the roof off.
I asked what did she mean by this and she stated that I told Delia tha Kesh said that she would call me back. I told her she was right, that she never said such a thing, but that it was Delia the one who prommised me twice that she would have her supervisor call me not me call them. So, the information is being submmitted wrong if at all. She continued to argue with me and said that I would have to wait another day for her to get a response from the manufactuer about the cushions.
I finaly had enough and decided to take Stanley's offer on tradding this furniture out. She laughed and said that she could not do this because this funiture has been in my house for nine months. I told her that they have only been there waiting on Kane's to respond to us and deliver as promised so many times. But that Stanley her store employee told me what I needed to do and that is what I am doing. She said that Stanely is no one and he has no authority do make such decisions. I told her that Stanley is an employee of Kane's and that it was he that offered this to me that due to him being an employee for Kane's they should keep there word. She insisted that he was no one and that she could not authorize such offers. I asked to speak with the person who does and she said I need to speak with Keith the general manager. But he was not in today that I would have to call in tomorrow.
Again I have to wait and nothing nothing at all through all this process was anything being done for our fustration, wasted time, agony, headaches, lost weekends and not to mention not being able to use our $1,500.00 furniture due to the missing cushions, to compensate or nor has there been any apology whatsoever. I decided to vist the store one more time and hopefully get this situation resoved. On Friday March 20, 2001, 4:35 pm I went to the store ... I asked for her boss by name, Keith. All this time she arguing with me. She finally gave in, got Keith and within two seconds her whole attitude changed and she said very sarcastic, "Mr. C, we will go ahead and exchange these out for you". By this time I have had enough and just went ahead with it. She then proceded to pull our records ... and asked that if the following Sat was a good time to deliver.
It is amazing what a customer must go through to get what they paid for. Even now I still feel very fustrated about this stituation because nothing has been done for our inconvenience. No apology, no compensation, no discoount, no coupons, no nothing at all. This is a very disrespectful situtation for a customer to go through.
Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.
|
