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Harlem Furniture / Damage done with no resolution

1 United States Review updated:

Harlem Furniture is a member of the Better Business Bureau. They claim to be a business in good standing with the bureau but it is only because they have found a loophole, a way to exploit the system of checks and balances.

I made a purchase of an entertainment center from Harlem Furniture. It was a large piece and so I had it delivered. The men who delivered the furniture could not speak any English. They were in a big hurry and in their rush they put some large scratches in some brand new finished hardwood floors. This was going to be expensive to repair, so I called Harlem Furniture and they said they would open and trouble ticket on the problem and get back to me within a week. After two weeks and no word at all, I contacted the BBB. I filed a complaint that their movers had done damage to my floor and asked for some compensation to fix the damage they had done. Harlem Furniture responded quickly by stating that "we hire third party contractors and are not responsible for this matter, you must contact the movers in question." I looked at my original receipt with Harlem Furniture and nowhere did it mention that they used third party contractors. This explanation was good enough for the BBB. An honorable mention for Harlem Furniture for finding a clever way to dispense with all responsibility, use cheap labor and not be held accountable by anyone for the damage they caused.

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Comments

Ml
  20th of Jun, 2007
0 Votes
Harlem Furniture - Rotten furniture & horrible service
United States

I bought an entertainment center to go inside of my new apartment. The furniture was delivered and everything seemed fine. Approximately 3 weeks later, I was scheduled to have a cable installed, which required the entertainment center to be moved at least 3 inches from the wall. When I moved it, there was a huge stain in my new, white carpet! The stain was from the wood finish at the bottom of the furniture, and the entertainment center was wet underneath when I tilted it over to look at. The bottom was black and moldy and had molded areas in my carpet. They sent a repair person to come look at it, and although they KNOW that they are responsible they are ducking and dodging their responsibility. At first, I was told that although they are at fault, they no longer handle the situation because more than 3 days had passed since it was delivered. I was persistent, and I was told that they would replace it and give me a $100 carpet cleaning. The carpet cleaning was no good to me because my carpet was ruined, not only was the wood stain not going to come out, but the mold most definitely wasn't going to come out, which was even told to me by the repair person they had sent to my home. I was told to either take it or leave it, I told them I would think about it to weigh my options and now the "decision makers" refuse to answer my calls and refuse to call me back.

Ri
  11th of Aug, 2007
0 Votes
Harlem Furniture - Poor customer service!
United States

On 8/4/07 I bought 4 leather reclining chairs, 2 otterman's and 2 end tables. We agreed on the purchase with the stipulation of a Saturday "AM", 8/11/07, delivery. On 8/10/07 I was called and told we were the last delivery of the day and it would be between 4pm and 6pm. I called the store and was told a comment was on the sales contract and they would call the warehouse, cure the problem and call me back. I had to call store back "6" times as they would never call me back with an answer. Finally I was told the problem could not be fixed and I would have to reschedule. I then wanted to cancel the sale and was given the run around. 8 hours later the same was canceled. The experience with the manager of the store appeared that they made the sale and my time was not important to them. I am an Operation's Manager for the largest delivery company in the world and handle several hundred truck dispatches a day. I always can accommodate a special request.

Very poor service!

Ca
  8th of Nov, 2007
0 Votes

I have purchased all of my furniture through Harlem, and have never had a problem with them. There customer service was outstanding! the delivery men were courteous, prompt, and friendly.

Gw
  15th of Dec, 2007
0 Votes

I had the same type of experience as the first gentleman in question. I purchased a living room set from The Room Place which is the same chain as Harlem furniture. Within two weeks the fabric was actually pulling away from the frame. I had two professional uphosterers come out who both said that microfiber stretches, but not that much! I called several times, they ran me around the mulberry bush. At the point where I threatened to file with small claims court, they began harrassing me with executives who all told me they could send the same guy who was an evaluator out who told me that my furniture was: within manufacturer specifications. Finally a D. Kelton, told me to take pics and e-mail them to her. It has been about 4 months and I am still awaiting reply. NOT WORTH THE HASSLE OR RISK Here, you don't even get what you pay for!

Va
  22nd of Dec, 2007
0 Votes
Harlem Furniture - Late Xmas delivery
Harlem Furniture
New York
United States
www.harlemfurniture.com

On dec. 3 2007 i ordered a loft bed for my child for xmas from harlem furniture. I was given a delivery date in january or a choice of several other days before then.i choose dec 22 i then got a phone call on dec. 21 before i could answer the phone some one hung up but they did leave a message that they were calling to schedule a delivery date for dec. 22 and to call back to confirm it. When i did call right back to confirm i was told the item was not in stock and i could not have the item until dec. 28 when i asked to speak to a manager she told me she would have one call back but he would tell me the same thing i hung up and called back and spoke to another rep she explained to me all the parts were not in stock it does not matter if all the pieces were why was i called to confirm a date and would you tell me my furniture would be delivered and it was not even in stock you let me choose a date i did ask for something that may have not be available you gave me a choose and thanks to harlem furniture my child will be able to enjoy his xmas gift on the 28th of dec. Hey all of you ceos and executives of harlem furniture how was your childs xmas. Hope you have a happy new year also.

Gi
  2nd of Jan, 2008
0 Votes

harlem furniture lied to me from the start! I bought $3,000 worth of furniture at the orland park store.I bought a 7 piece bed set,king bed , queen bed, and 2 water proof mattres pads. So they say. Well hears the thing I have a three year old son who will have accidents on the bed. (the reason wht I wanted the pads) Well I was tlod from the sales guy that if anything would happen they would be replaced. I made a claim on my king in August of 07 ,they came out and said they couldn't do anything.I have been dealing with customer survice ever since, and stain save. Then a little while after that my son had several accindents on his queen bed. I did the same thing called stain safe and made a claim. They didn't even come out to look at it they just replaced the bed. I dont think that was right at all. Now if my beds are covered for 10 years why isn't anything being done with my king, and why was I told to purchase these pads ($120) that doesn't work and there not going behine there words. Ihavent slept on my bed since aug.I paid for everything with a halem furniture credit card that i'm still payingover $100 a month on a bed that Im not even using!I will never go to this store ever again.

Si
  8th of Jan, 2008
0 Votes

We wanted to purschase a living room furniture from the Harlem Store in Napervile.We decided on the living room set we wanted.The sales representative kept forcing us to take the protection coverage .We had bought a set earlier from Harlem and had bought protection for it but we havent used it in the past 2 yrs .On the whole,we didnt want to buy the coverage but he kept insisting.He took all the details and went to check for the availability of the model.He didnt seem to turn up for 30 mins.We were really frustrated ,we went to the customer service center at the store and inquired why he didnt turn up .The manager comes and again tries to force us to take the proctection coverage and we told him tht we were not interested.Then he seemed to dissappear again for sometime.He finally comes and tells us that we have to buy the protection coverage in order to buy any peiece of furniture.When we told him we didnt want it he refused to seel s the furniture.Its up to the customes if he/she wants the coverage or no,they cant force it on us.I was very angry ,i came back home and called the other Harlem stores and they said tht it is not madatory to buy the coverage.The guys at the Naperville/Aurora store are big cheats.

Sc
  1st of Mar, 2008
0 Votes
Harlem Furniture - No service!
Harlem Furniture
1500 w 75th st
Downers Grove
Illinois
United States
Phone: 630-434-1990
www.harlemfurniture.com

My daughter purchased a Microfober living room set. She loved it, so we also purchased 2 couches and a reclining chair. 1 year after my daughter's purchase her reclining couch fell apart. Harlem's response was "Sorry, it's out of warranty". AND you guessed it, 1 year and 2 weeks from when we signed the papers in the show room, our reclining couch broke. I called and same thing "Sorry, it's out of Warranty, and because you moved all warranty's were already voided" WHAT??? The furniture looks good and sits well, but falls apart.
They don't back up their products.

De
  5th of Apr, 2008
0 Votes

Very dissapointed with Harlem Furniture in General, I will never spend another dime at this retailer. I bought 4, 000 dollars worth of Furniture in May of 2007 and within months the bed rails had bubbled up and the vener was pulling off also the slats to hold the mattress gave out and the mattresses fell through, I've had the rails replaced 3 times in the past year. Also my coffee table and end tables are coming apart and the veneer is pulling away, called them and they told me sorry but we can only give you a discount of 47.00 dollars for all three pieces, "What are you kidding me?" I paid over 500 for them less than a year ago, anyway they brought me three new pieces to replace the damaged ones today and guess what? They were in worse shape than the ones I already had. This place is a joke and they treat their costumers like crap, if anyone is thinking about buying from harlem furniture please think twice. Their furniture is sub par and they do not in any way stand behind it or their costumers. I would give them an F-.

Ma
  16th of May, 2008
0 Votes

WE PURCHASED A SECTIONAL SOFA AT THE ROOM PLACE IN ROCKFORD, IL ON 2/25/08. IT WAS DELIVERED ON 3/1/08, BUT WITH TWO LEFT FACING ARM PIECES, NO RIGHT FACING TO MAKE IT COMPLETE. ON 3/29 THEY DELIVERED ANOTHER LEFT FACING PIECE, AFTER MANY PH. CALLS TO CORRECT THIS THEY AGAIN DELIVERED ANOTHER LEFT FACING PIECE ON 4/5. JUST TO PROVE TO ME THEY ARE ABSOLUTE IDIOTS AT THE WAREHOUSE AND 3 PHONE CALLS LATER THEY DELIVERED ON 4/12 (SURPRISE SURPRISE) ANOTHER LEFT FACING PIECE. I BEGGED THEM TO JUST PUT A RIGHT AND LEFT FACING IN THE TRUCK FOR THE 4/19 DELIVERY. THEY DID, BUT IT WAS THE WRONG INTERLOCKING MECHANISM. SO THE SECTIONAL CANNOT INTERLOCK. WHEN I CALLED TO COMPLAIN THEY SAID I WOULD HAVE TO TAKE OFF WORK FOR A SERVICE MAN TO COME OUT AND ASSESS IT AND TAKE OFF MORE WORK FOR HIM TO FIX IT OR THEY WOULD GIVE ME MY MONEY BACK. I SAID GIVE ME THE $$ BACK. THEY PICKED UP THE FURNITURE ON 5/3 AND CREDITED THE ACCT. MINUS $102 DELIVERY FEE. I AM STILL FIGHTING THEM FOR THE $102. SINCE IT WAS THEIR FAULT THAT THEY COULDN'T GET THE DELIVERY CORRECT. I WILL NEVER SAY ANYTHING GOOD ABOUT THIS PLACE OTHER THAN THEIR DELIVERY MEN WERE ALL VERY NICE. THEY SHOULD BE RUNNING THE PLACE

Bi
  25th of Sep, 2008
0 Votes

Always use a major credit card such as AMX or Visa/Mastercard. If you have a problem, you can dispute the transaction which will immediately freeze
your credit card payment for the amount in question while it is being investigated. Now you are the one in control.

An
  26th of Jan, 2009
0 Votes

They do use third party delivery services. Get your facts straight before you complain about something.

Ha
  2nd of Feb, 2009
0 Votes

is there any way to put thesr guys out of busness, cant we all get a class action law suit, somthing, i cant get my money back or new funiture. please help.

Th
  11th of Mar, 2009
0 Votes

so, here i am with over 3000 dollars worth of garbage furniture...
i purchased this crap in december of 2007, awesome it looks great just moved into my new place...
boom august my bed separates and so then they come out no problems and the guy fixes it...sweet, awesome
december 08 my bed breaks again...and days later my 2 piece sectional FALLS THROUGH!!! ok...that sucks
now i have two broken pieces of furniture...
i call the customer service again...
"ohh, we already serviced that once...but you can call this warranty company"
screw that mess!! no i wanted to get it done now!
ok, so then i talk to karen...beautiful...someone who understands!! she replaces BOTH! boom, sweetness but btw its jaunary 9th 2009...
ok so today...MARCH 11, 2009...im not a fat guy...im a good 200 pounds soaking wet...i sit on my newly replaced couch as of January...BOOM!!! FALLS THROUGH AGAIN!!!
so now i have spent 3 hours on the phone with every one in the customer service including a manager who says and i quote "OHH IM REALLY SORRY BUT WE CANT DO ANYTHING ABOUT THAT...SORRY"
ohh yeah?? and why the ### not??
"WELL IT WAS A ONE TIME COURTESY..."
###...so i call the store manager at the Mishawaka, IN location...
the dude tells me...
and i quote again..."MAYBE YOU SHOULD SELECT HIGHER QUALITY FURNITURE, AND MAYBE SOMETHING MORE DURABLE FOR YOUR USE..."
what?!!?!?!?!?! I AM A RETAIL MANAGER I AM HOME 8 HOURS A NIGHT...I SLEEP I GET UP AND I GO TO WORK FOR 12-15 HOURS A DAY!! IM NOT A FAT SLOB EITHER SO I DONT WEIGH MUCH AT ALL!!!
so now i finally am getting a customer relations voice mail...what the ### am i supposed to do now????
this stuff is garbage and i am sick of paying monthly on this crap.
what can i do?? any help would be splendid!!!

Ya
  4th of Jan, 2010
0 Votes
Harlem Furniture - Dining set gone bad
Harlem Furniture
United States

We bought a dining set from The room place in April 2009. The side paneling is coming off already and the varnish on top is peeling revealing large spots and marks. All this happened within 4 months of purchase. We contacted Harlem furniture customer service and they sent someone out. He took one look at the table and left. Later we go a letter saying that our issue wasn't covered under warranty. Their furniture is falling apart within four months of purchase and they are refusing to stand by it. This is just ridiculous. I wish I read reviews about Harlem furniture before purchasing any of their below quality products.

Ma
  14th of May, 2010
0 Votes
Harlem Furniture - Bad customer service
Harlem Furniture
United States

I purchased some furniture on April 1, 2010. The sales rep. informed us that all items were in stock. Everything was supposed to be delivered on April 10. When i called to confirm the time was told that only some items would be delivered, when i asked why I wasn't informed about changes, they said my sales rep. was supposed to have contacted me. which she didn't. Then I was told the remaining items would be delivered end of april or beginning of may.This past weekend decided to visit the store to find out what was happening with my remaining order. They inform me that the items were still on Backorder now for end of May. I finally had had enough. I didnt even get a call from anybody informing me of this. So I cancelled the remaining oreder and went to another furniture store to purchase the items I needed. I can't believe how they treat there customers.

Me
  18th of May, 2010
0 Votes
Harlem Furniture - Don't shop there
Harlem Furniture
United States

I purchased a bedroom suite at the room place in Castelton Indianapolis, IN. Bought in Feb, . 2010. Each piece had something wrong with it from workmanship flaw to scratches to a burn hole in a brand new mattress. I had to be on the phone with them on a weekly basis to get them to replace the pieces of furniture messed up.. It is now May 6, 2010 and I am still waiting to have one item replaced. They have POOOOOOOOOOOOOOOORRRRRRRR customer service.. Even the managers will look you in the eye and lie to your face... They suck and I will never buy anything there again.. The quality is cheap... YOu might as well go to big lots..

Si
  8th of Jun, 2010
0 Votes

i bought 2leather sofas for 2000 and after 3 months color changed from brown to yellow. they refused to exchange and claimed it's WEAR and TEAR.
what a LIAR's group they are NEVER BUYING again from them.

Ma
  16th of Aug, 2016
0 Votes
Harlem Furniture - Sold furniture looking like ten years old after eight months
Harlem Furniture
United States

I bought a sofa, loveseat and chair in August 2009. Six months later the cushions are out of shape and you can feel the frame below the cushions when you sit down. They sent their adjuster out, who took picures and agreed the whole thing should be replaced-Ha-not by Room Place Standards. We apealed, sent our own pictues and were told the furniture"meets their Specifications". We also bought with 12 months no interest and got a $200 interset charge after 6 months. It is our word against theirs and we paid the interest to avoid having our credit ruined. Better Business Bureau has our case now, but after all I have read, I doubt they will do any better than we did. I am thinking about putting a sign on my car Going to The Room Place? Talk to me 1st!!

Br
  16th of Aug, 2016
0 Votes
Harlem Furniture - Bad service
Harlem Furniture
United States

They screwed us on our purchase. to this date i am still waiting on my b/o that they never told me about and my damaged table they claim they did not damage when i'm there watching them. from my salesperson th the whole crew at Harlem on Elston in Chicago, they suck and I will not recommend them to no one. they insulted us with a $75 gift card for the incovenience of lost time from work because of the delivery screw up. never again i buy from them. NEVER, NEVER, NEVER, NEVER, NEVER AGAIN. I hope we are heard.

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