Krause's Furniture (Long read)

[Janorama]

On April 9, 2000, we purchased a sectional sofa from Krause's Custom Furniture in Santa Clara, CA. We were quoted a delivery date of 3 to 4 weeks. Upon returning home and listening to our voicemail, our sales person left a message saying that delivery would be between 6-8 weeks.

When the furniture was delivered on June 2, the drivers dumped the pieces in the family room, plastic coverings and all, and flew out the door. They didn't even bother to wait for their COD check! Upon removing the plastic covering, I noticed that there was a dirty water stain on one piece and a tear on another piece. I immediately called the Customer Relations number (800-575-7632) and on June 21, a technician arrived to inspect the sofa. He ordered replacement backs for both pieces.

In early August, we received a message that the pieces had been ordered and that a technician would be contacting us in a couple of weeks to install the new backings. We found it odd that it had taken that long to order the pieces, but figured that we would have the new backings soon. Since that time, I have contacted Krause's Customer Relations on numerous occasions and I never get a straight answer. On September 14, I spoke with Service Representative, Julio, who told me that the pieces would be in the following week. Nothing. On 10/2/00, I spoke with a supervisor/manager named Tara who said that the pieces are made offsite and she would get the information and get back to me. I was very firm that I wanted a reply that afternoon and she assured me that she would call me before she left for the day. She never called back. I tried calling her first thing in the morning on 10/3, but after waiting on hold for several minutes, I was told that both she and her manager were on other calls. I asked for a return call and Customer Service Representative Kelly assured me that she would print up my order and place it on Tara's desk. After waiting for 2 hours, I called again and when I asked for her I was dumped into her voicemail. I left a message stating that I wanted to have this resolved and that by her not returning my calls, she was completely lacking in customer service and that I was going to be drafting a letter to The Better Business Bureau.

I thought I was finally getting somewhere when I was able to get the name of the Director of Customer Service, Charles Harrington at their corporate office in Brea, CA. At first he truly seemed concerned about the problem and assured me that he would rectify the situation. This was back in late October, 2000. He finally agreed to have a new couch made and delivered to us. His assistant, Pamela Zolnikov sent us a fax on December 20, 2000, telling us that she would personally inspect the new sofa before it went out for delivery. When we called on January 18th, she indicated that she was unable to look at the sofa herself, but she instructed the factory to carefully examine it before shipment.

On January 21st, the new couch showed up...DIRTY!! While their intentions to replace the couch may have been good, the promise to inspect the couch for damage prior to delivery was apparently only halfhearted. The damaged spot on the first section we looked at was neither small nor hard to see. It was so obvious, the delivery man was the first to notice it. All this leaves us to wonder if they are sincere in your efforts to rectify this situation. If they do not intend to provide the kind of customer service that they would expect themselves when purchasing a $3500 piece of furniture, then we have no desire to be their customer.

We have made several phone calls to Charles Harrington, Pamela Zolnikov, Herb Friedman (Pres.), as well as sending faxes and emails with copies to Philip Hawley-Chairman/CEO and Ed Gallaway-VP of Manufacturing. Nobody is bothering to take the time to give us the courtesy of a response.

If they cannot provide the sofa we ordered, in perfect condition, they should simply refund our money and allow us to find another furniture company that will properly serve us as a customer. We have endured much more trouble and inconvenience and shown more patience than anyone should have to in order to receive a quality product. Deliver a quality product or refund our money. It’s as simple as that.

[wmorris23]

get on it bud, give um major grief....and dont stop till you get results

[Kathy]

I have also been scammed by Krause's furniture. I ordered my sectional in January and received it less than 2 weeks later. It was dumped off, the check was grabbed and the deliver team sped off down the road.

The construction quality has no resemblance to the showroom display model. The cushions are overstuffed and oversized. They hang out over the front and sides of the sectional pieces.

The seams are uneven and the connectors linking the sections together are worthless. The sections keep scooting away from each other. The seams on the arms are not even sewn in a circular manner. They are sewn in short little straight lines, so the circular front of the arms actually looking like a crooked octagon.

Like Janorama I have contacted Customer Service, been forwarded to voicemail that clicks off after 10 seconds, received no replies, etc., etc. After sending a 10-day Small Claims Court notice "Tara" called from Customer Service. Next "Furniture Rescue", a separate company, contact me to come out and look at the sectional. Their representative agreed that the sectional was a mess and took photos.

A week later "Tara" called to ask that I take photos and send them. Bob had already taken photos. I refused to do so.

Now that I have read Janorama's email I know that legal action is the only way to deal with this company. I hope Janorama will contact me so we can work together. I say, "SUE 'EM!"

[Janorama]

...she's worthless. So is her manager, Renee and anyone else on whom they try to dump you. The only way that I was able to finally get results was by leaving voicemails for, emailing, faxing and sending hard copies to the list of executives in my original post. Even then it took some time before anything was resolved.

These people, and I use the term loosely, don't give a rat's ass about individual customers. I read somewhere that they are going to be switching to a "business-to-business" operating model. So lowly individual consumers like us are just annoying little gnats to them.

I advise that you do not address the envelope to "Krause's" when mailing the letters. Send them to just the individuals at the following address:

200 North Berry Street
Brea, CA 92821-3903

When faxing, use these numbers:

714-256-4297 - Freidman, Hawley
714-990-2057 - Gallaway
714-255-1628 - Harrington, Zolnikov

When calling them directly:

1-800-572-8737
x 6578 - Harrington
x 5524 - Zolnikov
These two have a way of conveniently not being at their desk so you leave a voicemail. However, leave the message and keep trying back. At some point, they will pick up and you'll be able to talk to them directly. Don't wait for them to call you back. You'll wait forever. Oh, and remember this--when you do manage to talk to Pamela and she says that she'll research it and call you back, she won't. You'll have to call her back and then by some coincidence of the gods, she will have "just gotten off the phone with" whomever it was she needed to talk to before calling you back. These scam artists have their lines down pat. Stick to your guns. Demand action within a specified time period or tell them that you want a refund. Keep good notes. Write down EVERYTHING they promise. But most of all, send the letters. Good ol' Herb even sent us flowers after the whole debacle! I'm sure they were sent by his administrator, but I thought that was a nice touch after all the hell we went through.

Good luck and post your results!

Jan

[Kathy]

Jan,
Thanks for your reply. I have also now found a ton of complaints against Krause's posted at the complaintstation.com.

I am so disgusted with this company that I don't think I want to deal with them any further. But thank you so much for the advice, names, and phone numbers. I was going to file a Small Claims action, but now I think I'm going to go for the deep pocket. I'm going to see an attorney this week. It could take a while, but what the heck. They deserve to get back a little of what they are dishing out.

Did you ever get a satisfactory sectional? I doubt that I ever will. Also, are you comfortable making a legal statement against Krause if I do file a legal action? My guess is we could file a Class Action if we could find enough dissatisfied customers out there to join in. Krause's is a very deep pocket. I found their last quarterly statement on the net and they are making net profits of well over $250,000,000 per year and NOT paying taxes due to a variety of loopholes.

Have a good week and thanks again for the reply.

Kathy

[theunderdog]

Hi,
Sorry for your experience with this company. I am compiling a file on this company and have several complaints. Please send me the address and phone# if you have it, the more detailed the complaint the faster we can cease this companies operating tactics.

I'm a reporter for the RipOffReporter.com/ badbusinessbureau.com, they are a non-profited consumer advocate group and have had over 9 million visitors as well as 4'188 complaints filed today. This is an uncesored site for airing complaints unlike the Better Business Bureau which is a paid membership organization. Regardless of whether a company rectifys it complaint their file will still be and open book for the whole world to see at the badbusinessburea.com This way a consumer can make a conscious decision on what they see in writing as to whether or not they want to do business with them.

My goal is to expose these companies by way of submitting as many stories as possible on any given corporation through my direct contact with the editor and his staff. With the cooperation of everyone these companies or any tpye of service orientated institutions will be forced to clean up their shoddy business tactics or their money flow will be decreased.

The only way to effectivly do this is to create a file with accurate and honest information on any company that is victimizing the everyday citizen. The more complaints on any given company will force them to succumb to pressure and change. I will be happy to personally submitt your stories with your permission to this site since the editor does give my submissions immediate attention. Most of the stories are anynomous and is the option of the sender, but I will be glad to put your story under my name for anyone who's not comfortable with using their own name.

Please feel free to give my below e-mail address to anyone who feels that they have been Ripped0ffed. Also please give as much information about company as possible such as, name, address, and phone#. This will help others to identify if this might be the same company that their complaining about.

Please send all responses to below e-mail address.

theunderdog@stories.com

PS: MAKE SURE THEY MAKE THE RipOffReport!

[buyer]

Well put this page in favorites. Was researching for Krause Furniture, and after reading the trouble some have had, I will not be using them to make my sofa, ottomans, or chairs with ottomans. Everyone should look at this site, before taking a risky $1.00 or $10,000.00 plunge. Sally

[Jim Roberts]

Here is the letter that I sent Krause in January of 2002(w/ no response). I will be sending and faxing this letter again to the list of names listed in Janorama's posting. Thanks very much for the info. I would also be interested in a class action suit if that is the only way to get compensation.

We purchased a leather sectional on 8/26/00 from Santa Clara Ca. Krause store.

The sectional was delivered on 11/17/00. At the time of delivery, we noticed some deficiencies and defects. There were tears and
scratches on a cushion and the back of one of the sections had a
staple poking through the leather. We immediately notified customer service of the problems. In
February 2001 a technician was out to our home to verify the
problems. He assured us that the problem would be taken care of
and ordered a new cover for the wedge piece and cushion.

In April of 2001 I followed up on the status of the new covers. I
was told that they now needed a swatch from the sectional to match the color. I told them that I would
like a technician to obtain the swatch, because I didn’t feel
comfortable in cutting the couch. In May, June and July I followed
up on the status of our appointment with customer
service and was told that the company was reorganizing. I was
told that Krause would be taking care of my problems after the
reorginization was complete.

When we bought the sectional we were assured that leather would be durable and the surface, if
scratched, would be consistent in color. We were also told that thecushions would hold their shape and the leather would remain tight.
We have noticed cushions that aresmashed and deformed with the leather sagging and stretched. There are scratches on all the cushions and the leather, in general, does not appear to be of
the same consistent quality or texture of the showroom couch.

In conclusion, Krause, their salespeople and customer service,
has sold us a faulty product and at every step of the way, has
misrepresented their intention to remedy the situation.

We would like a refund of the sectional price of $4,925.12 or a
complete replacement of the product.

We have consulted an attorney and will proceed with legal action if this issue is not resolved in a timely manner.


Sincerely,

Jim Roberts

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