Complain about a product or service

Kane's Furniture

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.

Thomas of Palm Harbor, FL October 10, 2009

I purchased a living room set for 3587.08 from Kane's Furniture on May 2, 2008. Since then the cushions are always wrinkled, the legs are falling off the furniture and the coffee table because of the poor quality of the furniture (wood splintering, screws too small for purpose, etc.). I am embarassed to have company because I'm afraid a leg might come off while we are sitting in them. I have tried to speak to someone in authority at Kane's Furniture, however, the people I have spoken to have barely been civil when telling me that they would have someone from the main office contact me. Unfortunately, to this date I have not had any calls returned.

Today, we turned the furniture over again to attempt to fix the legs and noticed the poor quality of consturction, screws for holding the legs in position were 10 times too small for the purpose. Also the made in China label made me sick and explained a lot.

David of Palm Bay, FL October 8, 2009

Purchase bed with headboard and footboard. The wood side rail was broke but that is not the main issue. They will replace the siderails. The main issue is the mattresses. When my wife and I was deciding on the size of the mattresses she was not sure if she wanted queen or full size. This was told to the sales lady (Donna Grant). My wife asked her if we were not satisified with the mattresses if we could exchange them. She said we could. When my wife called the store to inform them we wanted to exchange the mattresses she was told they would have to check and will call back. I answered the phone when the call was returned and was informed we would have to pay a 20% re-stock fee. The mattresses were neverremoved from the plastic bags and were never used. I promised this lady that called from Kanes that we will Never shop at Kanes Furniturs Store again. They have forever lost our business.

Maryrose of Spring Hill, FL October 8, 2009

I purchased a bedroom suite with a wueen sized mattress and box spring, a kitchen set with six chairs and a leather sectional sofa with a sleeper. It was purchased over time with no interest. Shortly after I got the couch the handle on the recliner broke. It was repaired. I then noticed a tear in the seam on the recliner and cracks in the leather. I purchased the warranty for the leatherand therefore called to store to request serevice. A sserviceman came to my home. He examined the furniture and informed me that there appeared to be a manufacturers defect in the seam and the cracks were due to drying of the leather.

I received a letter in the mail informing me that this was not covered under the warranty. I contacted the store in New Port Richey questioning why they would not cover the damage. I was told someone would call me. After several calls with no return responses, I became frustrated and dropped the ball. Each payment mailed in for the furniture had "junk furniture' in the memo section. One would think someone would have called to find out why I was dissatisfied.That never happened. This furniture was not even paid for and it was falling apart.

The final straw came today when two painters in my home tried to lift and move the couch, and the entire bed fell out of the sectional and hit the mans foot. I called the store and again got the dame story. I asked to speak to the manager and was informed that "she" was on the phone,and would call back. I waited a good while. No call. I called back and asked for the name of the manager and was told it was Mr. Carr.

I willnever buy anything from Kanes. They are irresponsible and unreliable, and do not stand by their product. The customer service stinks and the quality of the furniture is inferior. I will tell everyone I know never buy furniture from Kanes. I have been to Rooms To Go and they are far better in the area of customer service.

Dennis of Winter Haven, FL September 30, 2009

First of all I have cut up my Kanes card. Never going to ever be a need for it! Today I spent 3 hours in front of the Lakeland Kanes store with my sign and T-shirt which read DO BUY KANES and KANES LIES. I suppose in that 3 hours over 10, 000 cars passed by. I was accosted by Amanda, Customer Rep, who said she would not provide the power supply for my sofa which Areana Store manager had promised. I told her I would cease and go home if only they provided what was promised. Then they called the police! Of course I was on a public sidewalk. Then Areana come out to cuss me out and said she “hope you burn in this Sun.” so kind. Then Amanda came back out and said She would provide the power supply. About an hour later she came out with John U, who came up to me in my face and grabbed the clip board from her that I was to sign for. Well, I got the power supply!

Timothy of Windermere, FL September 29, 2009

Son went into store to purchase a new bedroom set. Sales person was told that the bedroom size is 12' x 11'. Bedroom set sold to my son is 12' wide headboard and 10' matress platform. Bedroom set also included a free standing dresser. Sale person said, "yes it would fit in the room". ??? Yes, It surely will fit in the room but you will not be able to open/close the bedroom door, get to the closet without climbing over the bed, You won't be able to walk around the bed as there is less than 12 inches between the foot of the bed and the wall, and where on earth are you going to put the dresser?

Phil of Saint Petersburg, FL September 12, 2009

I purchased a reclining sofa JUST over a year ago. On one side, the pillowed armrest started to loose the stitching on the outsite where it attaches to the support. The Kanes store representative told me that their store warranty was one year. I asked about the manufacture warranty and was again told one year. I mentioned that this was a quality issue and there was no abuse. The sofa looks new and they were welcome to come out and inspect it. They were not interested in any customer relation effort and dismissed the conversation regardless of my claim their furniture was falling apart. They did not care about any customer retention efforts. Don't spend money at this store on a major purchse as there is not service to back it up when it falls apart.

Pam of St. Pete Beach, FL August 28, 2009

A Lazyboy chair was being delivered to our condo which has specific days and times for delivery. Delivery truck arrived before 8am or before calling us to inform us they were ccoming. We gave them explicit info NOT to be on the property before 8 am and they arrived @ 7:50 calling as they were outside our condo door. I recalled the # not recognizing it=saying it was Kane's delivery and just as I was starting to open the door delivery guy called me a "stupid B====". When I open the door he says"What is it too early for ya?" I was irate and caled Kane's and lodged a complaint about them coming too early according to condo rules aout the name calling, etc. I would NOT ever recommend Kane's ffor further furniture or any other service.

Denise of Valrico, FL August 2, 2009

I had gone to the store for some cleaning product to clean the leather furniture and I had to send for it. Then I went back to ask if I could replace the cushions which are in bad shape and they said that it is discontuned so they gave me a half address which is not there Leather Trends, She said go on the computer not other help. Well I paid for a aditional contract to fix the leather chairs and cushions but there isn't anyone to help. My mother would like thie furniture but the cushions need to be replaced. The number isP98439-ken-taup others numbers on it are L27868. The cushions is riped in the corner. I would have liked someone in the store to help more then they did to find the place where I could get replacement cushions.

Tara of Melbourne, FL July 25, 2009

I worked there for a year and a half.They charge the sales people for any errors in pricing they are trying to hold 100 dollars from me right now for delivering an end table in the wrong finish even though I helped that customer purchase a whole house full of furniture. They don't believe in human error or the price of doing business. They forced us to stay with the customers or else.

When customers complained about it, they apologized to the customer and gave us an attaboy for doing so. They make us go to meetings an hour away where they won't let us clock in and will not pay for gas mileage only to givr us a 10 bill which is taken out of our check. Speaking of check, we are paid 100% commission so we don't make hardly anything and we start out at only 4% and you have to deliver so much before it goes up any higher!

My old Manager caught a mistake I made so i called the customer and told them of the mistake they told me that it was ok and to just put it on their kane's financing, I told customer service this... 3 days later the customer comes in upset that her debit card was charged versus her kane's financing. I asked what happened and we found the receipt she signed and it was crossed out and had a new figure on there!

She became irate,as I was, and demanded she get the discount she was quoted originally my manager ok'd it and tried to tell me that I had to pay the difference out of my pocket when the csr is the one who manipulated the debit recept!!!! This is the same person who told me that if I wanted to leave early on Sundays that I needed to bring in my church bulletin for him and then he would let me go.!!! There is no base salary or hourly! This company is a total mess and I do not blame anyone for not wanting to shop there!!!

Patricia of Tarpon Springs, FL June 5, 2009

In Oct. 2008, I purchased a couch and love seat. Within a month, I noticed that the material looked worn in numerous areas on both pieces. I had charged this on deferred payment. I called in Feb. with the complaint. The service man said "there were other customers with similar complaints about the same furniture manufacturer." He stated to my husband that "it looks like defective material."

I received a call and told another person will come and re-evaluate the wear on the furniture. The store called and said it was from wear and being used and not defective material. I said how can new couches be worn already. I just want to replace the furniture with a quality brand. They have refused my request. I hope this can be resolved. Payment is expected in Sept. In the amount of 2245. I hopt you can help. Thank you

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