KANES FURNITURE

Kanes has no exchange policy, which they don’t disclose except in fine print. One day I had the chair and I knew the chair was uncomfortable and not sturdy for what I paid. Called to see about doing an exchange and was told no. Won’t ever go to kanes again

Kanes Furniture. Where do I start? I decided to purchase a new bedroom set from you online in May. I was advised delivery by July, which got extended to August, September, and so forth until November. Six months after I paid in full, I finally received my furniture. That is not the horrible experience of my purchase from Kanes. Their customer service is horrendous. If you make a purchase online, you cannot call their customer service line to deal with said purchase. You have to work with the local retail store, as they are in charge of servicing your purchase even though you didn’t buy it from them and do not have a salesperson. And because you didn’t buy from them and a salesperson is not getting credit for it, there is minimal desire to help you when an online purchase needs servicing. Each time my furniture was delayed (at least three times in my case), you have to call around to find out the status proactively. No one calls you to let you know you know there is another month-long delay. For four months, I had to keep calling the store to get an update. They told me Michele from the Casselberry, FL store was in charge of my purchase and that she would contact me to update me on my purchase, which was significantly delayed. She only called me once. The last time I tried to call her after she promised me she would yet again call me and failed to do so, she told me she didn’t have time to deal with me as she had a customer and hung up the phone on me. She literally hung up the phone on me. I called the customer service line several times, and the corporate office and left several messages. No one has called me back yet. No one. As an internet customer, the store won’t work with me, and the customer service line won’t either. The delivery day finally comes. They let me know via a text that it will arrive in a three-hour window. With that information, I adjust my calendar accordingly so we can be here to receive our furniture. The driver starts to message me that they are on their way 2 hours before the delivery window begins. I kindly tell the driver we did not plan for that, and I cannot do that time. After several calls from the driver and his supervisor to get me to “be there” to accept shipping, they drop my furniture uncovered on my porch as it starts to rain two hours before my delivery window. Seriously. This is furniture, not a pizza delivery! Needless to say, I am utterly disappointed in Kane’s for their lack of customer service and lack of logistics management. The furniture and its quality are definitely not worth the horrible service. I do not recommend Kanes Furniture to anyone!

When we tried to get it repaird the company said they couldn't fix it because it came from China.

On 2/27/13, I ordered and paid in full for a 7 piece leather sectional from Kane Furniture in Casselberry. Although the salesman checked and assured me that all of the pieces were in stock when I ordered the items, it was later discovered that 2 pieces would be backordered for a couple of weeks. They finally arrived 3 months later. I tried to refuse the partial order when it arrived, so that all the items could be delivered at the same time and I could check that the merchandise was okay before signing off on it. I was concerned about taking possession and even using part of the furniture, in case there would be a problem with the backordered items blending in, being damaged, being a different color lot, etc. when they arrived. The driver had me call the store and the man there said that was not an option...they had no storage place for the furniture. may not ever get the furniture, and there would be cancellation or restocking fees attached. He insisted there was nothing to worry about because of Kane's customer satisfaction guarantee, not to worry bec the rest of the order will be there shortly and they will do whatever is needed to make sure that I'm happy with it. The last 2 items arrived 3 months later and were nonmoving sectional pieces, not the reclining power-operated chairs that I had ordered. Kane's has refused to take everything back and sell me a sectional that they have in stock, because now they say I have used the furniture (which they would not allow me to refuse to do). They also refuse to waive any restocking fee on the 2 wrong items which arrived 3 months too late, stating that it has been too long since the order was placed. They also state that it is my fault that the wrong product number was put on the original invoice. Since I was sitting in the chair that I wanted and there was no product number on it, I disagree with this... I was very clear on the chairs I wanted and have 2 witness who went with me to vouch for this. The salesperson evidently made a mistake in the product number he wrote down; the manager told me that the price of the chair indicated that he wrote down the correct product number, however this is also plausible, since the salesman had gone to management and asked for an additional discount if I took all 7 pieces immediately. At any rate, the way in which the management handled this simple employee product number error is unacceptable. In discussing this product number error, two sales people and the manager told me 3 different numbers for the upcharges to get the correct chairs with power reclining systems. There seems to be no fixed price...perhaps again because of the supersale that was going on the day that I bought the set, plus the additional negotiated price for immediate payment and delivery. I offered to pay an additional upcharge for each of the 2 chairs in order to get this all behind us, if we could agree on a plan immediately, be sure to get the correct chairs ordered, and verify that they would be arriving within a reasonable time. The only concession that the manager offered was to waive the $119 delivery/pickup charge for picking up the wrong chairs. Even though the 2 chairs came 3 months after I paid for them and this was not under my control, the manager stated that it had been long enough that he would have to charge a 20% restocking fee. I believe a good customer service representative would have naturally had more empathy and understanding for the customer's unpleasant experience this time with Kane's... and wanted to reverse the negative impression that these dealings have created for a former loyal customer. He made the decision to maximize the disagreement, instead of resolving it, requiring much more time and money for the business and the customer. Perhaps it is not possible for Kane's to get the merchandise they have sold. Desired Resolution: 1. Delivery of the 2 correct chairs that I purchased. 2. Removal of the 2 incorrect chairs, with no 'restocking' or delivery fees. 3. A mutually agreeable upcharge for the correct chairs, if indeed they were mispriced to begin with (unclear due to the special sales that were going on that weekend, as well as the additional discount negotiated at the time). 4. A reasonable delivery time for the correct chairs. 5. An agreement that Kane's will give full credit toward the purchase of an alternative, with no restocking fees, if indeed Kane's is unable to provide the above. 6. An understanding that Kane's will stop using their own delays as reasons to charge the customer more. It is not reasonable to divide the merchandise, require acceptance of partial deliveries, then charge the customer to resolve these company-caused problems.

Kanes sends you to an outside company to do repair work, but they said Kanes would have to order the parts. The sofa is only only four years old and is in very good shape except for one broken part. Kanes tells me they can't get the part and aren't willing to assist in any way. They aren't willing to stand behind the products they sell.

When they put the bed in, I could hold onto one of the posts & the whole bed would sway back & forth because it was made out of soft metal. The box spring had a razor cut on the bottom. I said I wanted it replaced & that I'd send it back. The manager said not to send it back & that they'd replace it Monday. I called Monday & Tuesday when I received no word. When I spoke to the same manager on Tuesday, she said she wasn't sending a replacement & that I should just be happy with what I received. I called back Wednesday after calming down from that discussion, & she refused to talk to me. After a few days of calling she finally took my call, she got on the phone & told me she still wasn't replacing anything & hung up. I went down to the store. She got in her car & left when she found it was me waiting to talk to her. I talked to someone else & got their corporate phone number. I just wanted a new box spring, a new bed frame, or my money back. Corporate told me that he'd call the office & order my money back - and to never do business with them again. Which I haven't! Their furniture is cheap anyway.

Their delivery was made on time and the installation was very satisfying. They did not break or hit other furniture. They picked up all packaging (and took some for dumping). They even shined the table glass tops.