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.

Gladys of Dade City, FL December 30, 2008

Gladys of Dade City FL (12/30/08)
I only wish that I had looked up the complaints prior to purchasing the couch and chair from Kane's. I ordered a couch and chair (at the time I did not know it was powered by electricity and neither Joe or Michael advised me of this--byer beware my mistake) it was delivered on 111/21/08 the delivery people were very professional, set up the couch and chair this process to my amazement was the back's of the couch and chair were seperate from the bottom of couch & chair.

After the delivery people left I noticed that the back of the couch (that was in three section) was not even and that the way the back set on the seat of the couch was several inches apart. I called immediately call Kane's and asked for Joe and was advised that he was not available I spoke with Dewey who advised me he was in charge. I gave him all the information regaurding the condition of the couch & chair (it really looked like something from Goodwill) he advised that he could get a customer service person out to look at it on 12/04/08.

I had the awful furniture through the Thanksgiving holiday and it seemed like I would not get any results before Christmas. So I took pictures of the horrible couch & chair and sent it to Kane's. Again I was given the run around I finally talked to a very compent young lady by the name of Jennifer (the others were obvously not customer friendly) on 12/19/08 (Friday) she advised she would talk to Joe and get back with me. She stated Joe wanted to know if the technician (Dale) had taken the back off, I advised that he had and he could not do anything about it because that was the way it was put together. She advised she would check with Joe and get back with me.

At approximately 12:30 I received a call fom Kane's and was told I would be talking to Amanda who obvously did not have all the information about the furniture. She had not screened the photos that I sent she just went into this customer service spill that she gives everybody very rude and not interested in what we were going throug, treated my husband and I with distain, it was if she was giving a training session on how to intimitate the senior citions (of which we are)

She said we could exchange it for the exact pieces but we did not want to go through all the aggravation with just buying furniture for the first time in 25 + years. When we told we did not want the same furniture she said we could back to Kane's and pick out a diffeerent style. This may or may not be what we want to do after reading all the adverse comments about Kane's. I wanted to know if we would be able to get out money back 1646.13

She really became short with us at that time and said that we would have to pay a 20% restocking fee. And we were absolutly through with her and her rudeness. I asked to talk to Joe who I had dealt with the first time at the store. She said it would not do any good that she handled this type of cusstomer service.

Billie of Zellwood, FL December 30, 2008

Billie of Zellwood FL (12/30/08)
Purchased two recliners and they are not comfortable. My husband has degenerative arthritis of the spine and can not sit in the recliner.I talked to Dave and he informed me that there would be a 20% restocking fee and the warrenty was not refundable. I don't have anything in writing that describes the warrenty or states that the warrenty is nonrefundable. I can understand the 20% restocking fee, do not agree with it.

Also I ask about the sales tax and Dave has to ask the general manager about it.Should get back to me Thursday, Jan 1st. I have talked to Haverty Furniture about the purchase of two recliners from them and explained my situtation and they have agreed to let me purchase the recliners and if not satisfied return them. My husband is also a cancer patient and taking treatments each day and has been in the hospital and only has tried to sit in the recliner for the last few days and has discovered they are too uncomfortable for him.

All that I am asking is to have the 150.00 warrenty money refunded and the sales tax and I will pay the 20% restocking fee.

Kristin of Mascotte, FL October 29, 2008

Kristin of Mascotte FL (10/29/08)
In 08/07 I purchased a leather sofa from Kanes and within 2 months the cusions were defective. I went to the store and they agreed to let me pick out another sofa. I was assured by the manager and the sales associate that this one was Top of the Line and I would have no problems.

Well, let me tell you... I paid 1600.00 for this leather sofa thinking I would have it for awhile.The cushion's wore out. They have velcro on the botton of them along with velcro on the couch itself to hold them in place. They are not holding and are sliding forward, which makes it impossible to sit on ! The cushions in the back which are attached to the couch now have a big bulge in the middle that are causing back problems for me. The leather is already chipping away in some spot's. This couch looks like it's been around a house full of people. I am the only one that use's it !

I called them and they sent one of their tech's out to check the problem and he said the cusions had bad spring's and padding and they will order 2 new ones, that it will take 3-6 weeks. After 5 weeks I called and the order could not be located from the factory. So I asked to have a manager call me back and that never happened.

Finally after getting ahold of one they decided that the determination is to go ahead and send another tech out to fill the cushions and put new velcro on,( not even getting new cushions now)! This was not the answer seeing that in another few month's I would be going through this again. I mean if the cushion's wore out that fast, what's to stop it from happening again, and for some reason none of those idiots see that. They finally said I can get another couch, but it has to be of equal value or more. If I don't spend the entire amount I get a store credit.

WHY DO I WANT TO SHOP THERE EVER AGAIN. That's another thing they don't get. I am going to use every source I can to get satisfaction. I have called the corporate office and no response yet. All I want is my money back and go somewhere else. I have yet to resolve this issue.

Makechia of Lakeland, FL October 20, 2008

Makechia of Lakeland FL (10/20/08)
10/20/08 I purchased a 3 piece living room set and table 3 months ago, because they never have all the pieces or some excuse as usually with Kanes. This is why I closed mu account with them about 3-4 years again. But they had this no interest and payments until 2010, so I and my husband jumped on that deal. But I guess the saying is true you pay for what you get which was nothing for 3years. Total of everything was 2200 So we finally get our first delivery 10/17/08 well the sofa and love seat was damaged, so we refused the loveseat b/c we did not noticed the sofa until later on that evening.

At this time we called the store and took pictures on the damage. We got a very rude nonchalant person on the phone who seen to care less who said all she could do was send a technician out to look at and I told her no she wasnt, until I told her that I was going to load the crap up in my truck and drop it off in front of there store. I then hung up and headed to the store to speak with the Manager name Dewy. I informed him of the same thing that I was not waiting on a Tech and they could come pick it all up.

So after we showed him the picture he then said because he seen it he would have them come pick it up and bring another so we would not get another sofa and loveseat. So the 2nd delivery was 10/19/08 and guess what the new sofa was damaged as well. VERY VERY BAD craftsman ship. The seine down the middle was separating and now the bottom was all torn as well as the back. This is a freaky nightmare.

So I call the Store manager today and asked what would be the address of the corp. office and name of CEO or president. He told me that it would do no good, because the complaints are redirected back to the store of purchase and that the president does not speak with customers. So he said that they most he could give me was a 50-100 credit for delivery and my time. But before he could do that he said lets wait and see what the 3rd set is going to look like. I do not recommend KANES to anyone every. This will in fact be our last purchase.

Sein tear, bottom and back torn( leather)Just bad!

Emory of Maitland, FL October 14, 2008

Emory of Maitland FL (10/14/08)
Kane's Furniture places misleading if not deceptive sales ads. Their Columbus Day weekend sale stated a 20% discount off a single item purchase for Saturday, 10% off on Sunday, and a 5% discount for waiting until Monday to shop. I went in on Saturday to purchase a dinette set. Guess what the sale covered? They broke the set up into single chairs, a table base and a table top. The discount was not on the set but on the table base which priced out at 119.00 for a total discount on the 856.00 set of 23.80 if purchased on Saturday, 11.90 if purchased on Sunday and, heaven forbid, I should wait until Monday, the discount would be less than 6.00 on the 856.00 set.

Such a sale. The explanation...well, if an item has a skew number then that constitutes a single item. However, the store manager was quick to tell me that if I would buy an entertainment center, I could get a full discount because the could not break that piece down. Too bad that is not what I needed. I will never set foot in another Kane's store, nor will I allow any friend's or family to make that mistake.

What a waste of a consumer's time and gas. Worse than that, what an insult to a consumer's intelligence. This type of advertising should be required to state clearly that a set is not a single item. It is only a collection of it's parts and therefore single items.

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