Fortunoff Furniture DISASTER

We ordered our bedroom furniture from Fortunoff in November. It is absolutely stunning, was on sale, really amazing. They advertise this particular set ALL THE TIME.

Well the set came in December, we love it.....

All of a sudden all the staining is beginning to bubble. There are huge cracks in the wood (we don't put heat on in our bedroom so it isn't dryness)

We spent A LOT of money on this (a lot of money for us)

I have to call customer service and I am a bit apprehensive. How do I explain the situation without yelling???????
How do I TELL THEM not ASK THEM that we want the furniture replaced

Thanks for helping me out with this in advance

Re: Fortunoff Furniture DISASTER

Fortunoff has some of the BEST customer service around. tell them the truth. they will probably send someone out to look at it. I would just tell them up front that you want new furniture.

Re: Fortunoff Furniture DISASTER

wow - that stinks. We shop there because of the quality - I would definitely call to let them know -

Re: Fortunoff Furniture DISASTER

First.. breath before calling them. You will have better result if you don't yell. Nobody likes to be screamed at.

State the facts of what happened. When you bought it, order number, or ask what information they need.

Then ask for the furniture to be replaced asap.

Re: Fortunoff Furniture DISASTER

We had almost the exact same thing happen to us except it was with coffee tables and end tables we bought from Fortunoff - huge cracks and bubbles! They were delivered in November. I wonder if there was a problem with their factor or warehouse.

I called customer service and they were very helpful! They sent a repair person to our apartment. He took a few pictures and made a report. Customer service declared the tables "defective and not repairable." Since they do not make our tables anymore, we are going (actually tonight - very ironic!) and we get to pick new tables.

I was just as mad as you and honestly, I cannot complain about their customer service. I didn't have to yell or complain or do anything. It does take a week or 2 to get the repairmen in and then about week for the report. But I honestly have to say that so far they have been good. We will see tonight when I go to pick out new ones!

Good luck and if you have any questions, let me know!

Re: Fortunoff Furniture DISASTER

Sorry that happened, that is so frustrating.

I agree with another poster that Fortunoff does have good customer service and usually replaces things quickly.

Just explain that the furniture is really still new and you don't know why this happened and are upste about it - you want replacement pieces and need to know how to go about processing that.

Good luck.

Re: Fortunoff Furniture DISASTER

Tip. When you first call say to the person, I hope you can help me. My Dad taught me this one and it NEVER fails. And be very nice.

Re: Fortunoff Furniture DISASTER

something happened with the couch that we bought from them... they were fabulous about helping out! I'm sure they will fix everything for you!

Re: Fortunoff Furniture DISASTER

You will not have a problem at all with Fortunoff.

We bought a dining set with gift cards from our engagement/showers/wedding last year (January of 2006). This past Fall, the chairs started to break. I didn't think to call them, however my mother forced me to.

I called customer service, they sent a furniture doctor over and then called and offered to replace the whole set with a new set, 10% discount on the new set, etc. etc. It was wonderful.

However, we decided to just replace the chairs since that is what the problem was and we love our other pieces dearly! It was the best decision - now we have leather ones that we love.

So, there are no worries - just call and they'll take care of it!

Re: Fortunoff Furniture DISASTER

stay clam and be nice-

they will take care of it - as long as it's under 1 year

Re: Fortunoff Furniture DISASTER

I work for a furniture company, my best advice would be to remain calm, give them any facts they need, if they say they have to send service, let them come and file the report. They will probably replace them, but need to have their back up paperwork.

Re: Fortunoff Furniture DISASTER

Fortunoff is great with problems with their furniture. we bought our dining room set from them and the table came with a crack and they had a new table for us in 2 weeks.

Re: Fortunoff Furniture DISASTER

yes...i agree to stay calm!
(I know-you probably want to go thru the phone & choke them though)
There is NO excuse that after 3 months this should happen, or even after 3 years!
I would call and tell them you paid for and expected "Fortunoff-Quality"!

Then speak to them as if you are just assuming they will replace it-like maybe a "what do I have to do at this point to help you with the process of getting it replaced?"
Also be sure to let them know how inconvenient it will be for you to have to go without the furniture.

Good Luck!