Bif Furniture - Virginia

Purchased a Dining Room Table and a Bed from Bif on 11/3/2012. Estimated Delivery was mid December. The delivery date was scheduled for December 16th. On about the 16th the drivers arrived and announced they did not have the table as it had been delivered damaged from their warehouse in New Jersey. They began to assemble the bed, which was in a Sleigh Bed style, and the headboard was broken. They took it all back, promising to deliver. On January 15th, tired of waiting for the original order I went to the store and changed the bed to another style which they did have in the Warehouse locally. They claimed that the new bed was $78.75 more expensive, which after a bit of grumbling I paid, as I remembered the new selection as being $100.00 cheaper in November. On January 19th they again tried to deliver the bed and table. The bed arrived, but the driver said the table was not on the truck. After a number of calls it was found out the table had been shipped to another customer who was waiting for it. The installation crew assembled the be, but didn't do a good job at making sure the pieces fir together straight. I haven't really had time to take it all apart and fix it the correct way. On February 4th the store called and again said they would attempt to deliver the table on the 9th - but didn't know what time. Hopefully the third time will be the charm. This has been pretty miserable service, and lousy customer relations.

The first sign of things to come was when the ottoman was delivered in the wrong color. We waited several months for the correct ottoman, but that was the least of our worries.... In summer of 2011 the leather began peeling. We contacted Bif about the problem with the sofa on August 19, 2011 and followed up with a photograph of the peeling leather on August 21, 2011. Bif sent out leather expert Philip Roy from Ram Leather Furniture Service to access the problem. He found that there was a problem with the dying process and the sofa was covered under warranty. Bif and Ekornes decided that they would replace the leather, not the entire sofa. On March 18, 2012 we wrote the following email to BIF, after not receiving any repairs : "This week will mark the 7 month anniversary of this problem. We are completely unsatisfied and frustrated with the lack of urgency on the part of BIF and Ekornes to get this problem resolved. We feel the only way we have left at our disposal is to report this to the Better Business Bureau. Unless we are contacted directly by Ekornes by the end of the week, in writing, with a satisfactory explanation to this unacceptable delay we will file a report about BIF and Ekornes." After this email they began to work on the project, replacing some of the leather. However, several identified leather panels were not replaced, with BIF telling us they were on order and they would replace the old with the new as soon as possible. On 9/24/12 work was still not finished, and we again wrote to Bif: "We are still waiting for the project to be completed. Recall that Bif and Ekornes STARTED the project, but all the leather pieces were not available. You told us later that the other pieces were sent from the factory, but here we are more than a year after reporting this problem and we're still waiting for this project to be completed." In the month of January 2013, BIF took away the sofa to their showplace to finish the repair service. It has been returned and there is a section of the back rest that doesn't match the rest of the leather. It is impossible for us to see what they did at the store. Did they replace it with leather that did not match, or did they not bother to replace the leather at all? Additional sections are now starting to peel. We do not know if these were sections that were supposedly replaced or not. The work was never completed in front of us and the original leather was never shown to us. Last contact with BIf was today and they confirmed that they did not have any first hand knowledge about the actual repair and would have to check with their technicians about the specifics. All I know is that we have a very expensive piece of junk sitting in our home. We have finally filed a complaint with the Better Business Bureau.