Kane's Furniture - Lakeland — Local services in Lakeland

My husband and I just moved to Lakeland July 24 and purchased our couch and bunk bed set on July 28. The salesman who helped us was very friendly and helpful, and also advised us that due to COVID, the furniture would not be delivered until the last weekend in August. We figured we could wait a month and purchased the furniture anyway. But when the end of August approached and still no call from Kane’s, I decided to call myself and follow-up. The same salesman we worked with then told us that all of the pieces were in at the warehouse except one piece to our couch and it would probably not be in until September 11 and then delivery would be 1-2 weeks from then. So essentially, 1 month has turned into 2 months. We spent close to $3000 at this store and I feel like we could have been treated a little bit better, maybe compensated for the inconvenience. I am frustrated with the lack of communication and the fact that I am having to reach out to follow-up. If you are telling people a certain amount of wait time, we expect that; at least follow-up with your own customers and keep people updated, that is part of your job!! We were told one month and it is now going to be 2 months (and I’m not even certain it’ll come in 2 months now) to receive furniture that we ALREADY PAID FOR. I decided to call the manager a few days after I initially called and spoke with the salesman (September 3); after being on hold for about 20 minutes, the manager stated I had 2 options: 1) I could get refunded the $80 delivery fee, she could then compensate me some for the inconvenience, if I chose to have my furniture delivered through a third-party (not affiliated with Kane’s) and possibly receive my furniture a week sooner, but to keep in mind that whatever happened to my furniture en route Kane’s is not liable for. My other option was to just leave the order as is. This is ridiculous. If the bunk bed is currently sitting at the warehouse, why can’t I at least get that delivered, as my kids are currently sharing a bed right now. But Kane’s doesn’t feel that they should make 2 separate trips to my house, as they would prefer to deliver all the furniture in one trip. All Kane’s cares about is the money - they got paid already, so what difference does it make to them anyway? They’re not the ones being inconvenienced here. Totally screwed up that they tell people one thing but can get away with not delivering furniture in a timely manner when it is already paid for. And then offer no sort of compensation for the inconvenience. Why would I choose to have a third-party company deliver and risk my furniture being damaged? I would have to be an idiot. We have more furniture to purchase for our new home, but after this, Kane’s has totally lost our trust and definitely our business and we will never spend another dollar there. 2 stars because at least the salesman & manager were friendly and courteous, but they definitely don’t care about their customers to make...

Kane's Furniture is dishonest, misleading, poor with communication, and has generally poor customer service.

Id like to start off by noting that our Salesman, James Ricks, was great. I would also like to mention that the furniture has been great so far.

I went into Kane's Furniture in Lakeland back in early March, and placed an order for several pieces of furniture. I made the process easy for our salesman as we did not finance through them AND I did not argue over the price at all. All together I purchased a bedroom set, dining room set, and living room set. I paid over $5,000 for all of this, which was their asking price.

When the first delivery came, the end tables did not fit in the house we moved into. I called into the store to ask what they're process is to return just the tables, I was told that I cannot return the furniture after it has been delivered to the home, (which is not written anywhere on their website or on my receipt). I asked to speak to a manager, then the woman came back on the line and said that I can return it but there will be a 20% restocking fee. I thought that was BS but I went with it. I then brought the two end tables back, signed them over and was told I should see the refund in a week or two.

A week or two goes by, nothing. I called in to ask what was going on, and they said it never got pushed to the accounting office and that I should have it in 10 days. 10 days passes and still nothing. I call them again, I was then told that the accounting office said I did not qualify for a refund because I broke a package, and no one decided it would be appropriate to call me and let me know. I went in to the store a couple days later to speak with a manager about it. I ended up speaking with Amanda at the front desk who was very pleasant. Her and I sat down and did all the math (which included prices changing of other pieces of furniture in the package because when you break a package you lose the discount), and we both agreed that Kane's owes me $225. She then said she will resubmit my refund and that I should have it in 7 days. I waited 15 days, still nothing. I go back into the store and they tell me the same thing "Accounting said that the price washed out because of the discount." That is wrong. I am still owed $225.

I am finally able to speak to the general manager about it and she said she will try something and get back to me the next day. She didn't. When I called back I spoke to Amanda again and she basically said all I can do is call corporate.

This was the main issue. This does not include the continuous back orders (I am scheduled to receive the last of my furniture on June 5th, 120 days after I made the original purchase), changing of delivery dates without notice, and overall poor customer service.

I am to the point now where I am ready to take back all of the furniture, hire a lawyer, and get all the money back and take our business somewhere else.

If you are in the market for new furniture, GO...

BEWARE...do NOT pay in full before delivery. Make them BILL you! We purchased a bedroom set on 11/23/19...just a few days before Thanksgiving after the sales lady Sharon Winegard informed us we'd receive the "black Friday" pricing via a credit/refund which was 15% off the current sale prices. I watched as Sharon entered the info into their system and it included the 15% credit/refund. We were told the credit/refund would likely be posted Thursday (Thanksgiving night). Friday afternoon I called the store and was informed the credit/refund wouldn't be issued until delivery. Delivery was scheduled for 12/3. I waited a few days and called 12/5 around 10AM and spoke to our Sharon (our sales person) who said she would investigate and call me back. Never got that call back...so I called back a few hours later asked for the manager who wasn't in but would call me...never got that call either. Called them again Fri 12/6 and was told the refund was being processed and Symore Johnson sent us the refund receipt. On the refund receipt it states "allow three to five business days" for processing. I visited the store in person today. Again was given excuses and said the credit/refund was pending corporate/accounting processing. I was told the manager (Jessie?) would call me....I'm not holding my breath! I did call the corporate customer support # and was told they were behind on credit/refund processing. Again lame excuses....it takes less than a second to charge/authorize your credit card...so it only takes a second to credit/refund your credit card. My recommendation when dealing with Kanes is do NOT pay the full amount if told you would receive a credit/refund....or better yet shop somewhere else and avoid the lame excuses and being jerked around. We will NEVER buy another piece of furniture from Kanes....we will NOT recommend them to anyone. If the credit/refund isn't issued soon we will be seeking a full refund and they can come get the bedroom set! SIMPLY PATHETIC! DO NOT PAY FULL AMOUNT...pay a portion and have them bill you the final amount after this discount. Or save yourself the hassle and buy your furniture somewhere else!

12/17/19 Update - The Lakeland store manager Jessie did call me about an hour after my original post. The credit has been posted to my account today as Jessie informed me on the phone. Only took Kane's 3.5 weeks to issue a credit. My suggestion remains, if promised a "future credit", DO NOT PAY in full for your furniture purchases at Kane's. Pay a portion, then the balance (minus the credit) sometime after delivery. I've never had a retailer take 3+ weeks to issue a credit/refund. Walmart, Amazon, Apple, you name it....it's instant the same day. If I could I'd up the rating on Kane's to a 3 star....the furniture we purchased does appear to be better quality than others, but time will tell. The hassle required to get the promised and in writing credit/refund...