Amber Coaxum
I am submitting this complaint regarding my recent experience with Farmers Home Furniture.
I purchased furniture on June 12th. My sales associate was very kind, professional, and helpful during my purchase. I purchased a recliner set, tables, and other furniture. My delivery was scheduled for June 19th, and my first payment date was set for July 11th.
On June 17th, I was contacted regarding my delivery and informed that their second delivery driver was sick. I was asked if I had someone available to help unload and bring the furniture inside. After speaking with my husband, my husband agreed to assist.
During that phone conversation, I was told that my $149.99 delivery fee would be refunded for providing assistance with the delivery. I asked if, instead of refunding it separately, the $149.99 could be applied toward my first payment on July 11th. I was told yes and that a note would be placed on my account.
The delivery was delayed due to severe weather and then delayed again because the delivery driver was sick. I remained understanding and worked with the company through these delays. The delivery was eventually completed, and I have Ring camera footage showing my husband assisting with moving the furniture. After helping move the furniture, my husband experienced back pain that continued afterward. I did not report this to Farmers Home Furniture because I was focused on helping complete the delivery and resolving the situation.
On July 11th, I went into the store expecting the $149.99 to be applied to my payment as discussed. I was then told that delivery fees are not refunded but are only credited to an account. When I explained the conversation I had previously been told, I was informed that they did not remember that agreement.
I understand that mistakes and miscommunication can happen, but I relied on the information provided to me by a Farmers Home Furniture representative. I have not been able to locate any publicly available Farmers Home Furniture policy stating that delivery fee refunds must only be handled as account credits and cannot be applied toward a customer’s first payment.
Additionally, I am experiencing issues with the furniture itself. I purchased two reclining couches with two reclining seats each, and currently only one reclining seat on each couch is functioning. I was told the furniture was covered under warranty and that someone would be sent out to repair or replace the furniture if needed, but I have not received an update.
I am requesting that Farmers Home Furniture review this situation and provide an update regarding the defective furniture. I have been patient and cooperative throughout this process and would appreciate a fair resolution.
Because of this I had to reschedule my full payment for 7/18 and have accrued a late fee. I did not have the full payment amount because I was expecting the delivery fee to be applied to my first months bill as I discussed verbally with the sales associate.
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I am submitting this complaint regarding my recent experience with Farmers Home Furniture. I purchased furniture on June 12th. My sales associate was very kind, professional, and helpful during my purchase. I purchased a recliner set, tables, and other furniture. My delivery was scheduled for June 19th, and my first payment date was set for July 11th. On June 17th, I was contacted regarding my delivery and informed that their second delivery driver was sick. I was asked if I had someone available to help unload and bring the furniture inside. After speaking with my husband, my husband agreed to assist. During that phone conversation, I was told that my $149.99 delivery fee would be refunded for providing assistance with the delivery. I asked if, instead of refunding it separately, the $149.99 could be applied toward my first payment on July 11th. I was told yes and that a note would be placed on my account. The delivery was delayed due to severe weather and then delayed again because the delivery driver was sick. I remained understanding and worked with the company through these delays. The delivery was eventually completed, and I have Ring camera footage showing my husband assisting with moving the furniture. After helping move the furniture, my husband experienced back pain that continued afterward. I did not report this to Farmers Home Furniture because I was focused on helping complete the delivery and resolving the situation. On July 11th, I went into the store expecting the $149.99 to be applied to my payment as discussed. I was then told that delivery fees are not refunded but are only credited to an account. When I explained the conversation I had previously been told, I was informed that they did not remember that agreement. I understand that mistakes and miscommunication can happen, but I relied on the information provided to me by a Farmers Home Furniture representative. I have not been able to locate any publicly available Farmers Home Furniture policy stating that delivery fee refunds must only be handled as account credits and cannot be applied toward a customer’s first payment. Additionally, I am experiencing issues with the furniture itself. I purchased two reclining couches with two reclining seats each, and currently only one reclining seat on each couch is functioning. I was told the furniture was covered under warranty and that someone would be sent out to repair or replace the furniture if needed, but I have not received an update. I am requesting that Farmers Home Furniture review this situation and provide an update regarding the defective furniture. I have been patient and cooperative throughout this process and would appreciate a fair resolution. Because of this I had to reschedule my full payment for 7/18 and have accrued a late fee. I did not have the full payment amount because I was expecting the delivery fee to be applied to my first months bill as I discussed verbally with the sales associate.
