Broyhill

Kathy of Eugene, OR November 19, 2009

I ordered a counch and loveseat from Broyhill in Springfield, OR In Early Oct 2009. The loveseat was available and delivered as promised. However the Couch seems to be a missing piece. It was promised not later than Oct 30, 2009. Well ever since it has been one excuse after another. We sold our previous furniture anticipating the arrival of our couch. It has now been well over 6 weeks and no one can seem to track it down, comes from China and they say (they being Broyhill) it is hard to communicate with them, So we are therefore heading into the Holidays with NO couch, first they promised to give us a loaner, but couldnt find one suitable, then they offered us 50 off the price. Seems as though they should not promise an item to be delivered at a certain time, when they have no control. Now they say the end of Nov or maybe beginning of Dec, unfortunatly not one knows for sure. I suggest if you buy from Broyhill you need to pin them down on a delivery date when you purchase it or have some sort of recourse if they don't follow through.

Judy of Bensenvilled, IL August 24, 2009

I purchased a Broyhill bedroom set some time ago, I like the maple set but have a problem. The drawers can not be removed so you have to empty the drawers to be able to move the furniture. If their is secret to remove them I would sure like to know. Please respond.

Peggy of La Quinta, CA June 25, 2009

In July 2008 I purchased a Broyhill Heirloom dining room table and chairs. Two months later the spindles on the back part and bottom rungs started to come loose. Called Comfort Zone in Hemet,Ca where we purchased the set and they came out to reglue the loose pieces. About three months later had to have them out again for the same reason. In June 09 had to call them again to fix problem plus one spindle has cracked due to pressure when you sit back on the chair. Was told they contacted Broyhill and that is common so they are no longer going to repair the chairs. I am very disappointed. My husband and I are the only ones in the house so this furniture is not used roughly. On top of that the repair guy used some sort of glue that turned white and you can tell every place he glued. I have not contacted Broyhill yet but I intend to do that soon.

Jean of Ponce Inlet, FL May 2, 2009

On Feb. 17, 2009 I ordered a sofa & loveseat to be custom covered in a special fabric that I was told was durable & would wear for many years. I paid several hundred dollars more for this. I was told it would take at least 8 weeks and it did. I was willing to wait to get quality furniture. It was delivered on April 10th 2009. Upon delivery, I showed the delivery man how the front of the cushions were all rippled looking, the binding uneven and the sides of both pieces the material looked crushed and whitish (the color is burgundy) so this really stood out. He said he would put a report in. On April 12th, the first time we sat on the sofa, we saw all these whitish marks when we got up. It did not flatten or crush, the material was actually coming off. It is a raised material and the raised part was rubbing right off. In fact, when I vacuumed it, I gathered a ziplock bag full off the top of just 4 cushions. I vacuumed it the day it arrived but I used a vacuum with a bag so I don't know how much came off then, but this 2nd time I used a bagless one. I called the store the very next day because the 12th was Easter and spoke to the saleslady and told her we had a really big problem. She contacted customer service who in turn had a service tech come on 4/16/09. He took a photo and didn't say much. He said the company would get his report the next day.

The next day I was left a voicemessage from a lady saying the material was doing what is was supposed to be doing. I was livid. It this what I paid over 2000 for, material that was supposed to come off with the first sitting. I donated furniture to the homeless that was 5 years old that looked brand new compared to this only because I just bought this condo and wanted something that fit better. I wish I had never given it away and I wish I never trusted the Broyhill name as quality furniture. In fact, when I first ordered it, I had also ordered a dining room set by Broyhill only to find out through my own research online that they published the wrong dimensions of the hutch that would not fit in the space I had, so I had to cancel out that whole set. I also paid 100 for 2 add'l pillows for the sofa and I picked them up separately. They wouldn't even deliver them with the furniture, so I had to make an hour & half trip. They were all sealed in plastic and when I got home & opened them, the ends weren't even filled, the middle of the pillow was bulging on one side & the bottom was sewn with white thread on a burgundy pillow, so I had to make another trip to bring them back and the store manager gave my husband a hard time saying this is the way they were supposed to be & walked away from us.

The saleslady sent them back for us. I even said to her that I had hoped this wasn't an example of their workmanship because our sofas had not yet arrived. Boy was I right. I argued with the svc. mgr. for Hudson's and he finally agreed to send another service rep. for a 2nd opinion. He came several days ago, took another photo and scratched on the surface of the material & could see how it was coming off. He was going to write a report but said it could take several weeks before Broyhill would get back to me. My problem is that we are here in Fl until May 20th & then go back to our seasonal home in PA and won't be back in FL until Nov. 1st. I want this resolved before I leave here. I have family coming during the summer to use the condo & am embarrassed at how bad the sofas look. They look old & worn. I will never buy or recommend Broyhill or Hudson Furniture to anyone. They don't stand for quality or customer satisfaction.

Jean of Ponce Inlet, FL May 2, 2009

On Feb. 17, 2009 I ordered a sofa & loveseat to be custom covered in a special fabric that I was told was durable & would wear for many years. I paid several hundred dollars more for this. I was told it would take at least 8 weeks and it did. I was willing to wait to get quality furniture. It was delivered on April 10th 2009. Upon delivery, I showed the delivery man how the front of the cushions were all rippled looking, the binding uneven and the sides of both pieces the material looked crushed and whitish (the color is burgundy) so this really stood out. He said he would put a report in. On April 12th, the first time we sat on the sofa, we saw all these whitish marks when we got up. It did not flatten or crush, the material was actually coming off. It is a raised material and the raised part was rubbing right off. In fact, when I vacuumed it, I gathered a ziplock bag full off the top of just 4 cushions. I vacuumed it the day it arrived but I used a vacuum with a bag so I don't know how much came off then, but this 2nd time I used a bagless one.

I called the store the very next day because the 12th was Easter and spoke to the saleslady and told her we had a really big problem. She contacted customer service who in turn had a service tech come on 4/16/09. He took a photo and didn't say much. He said the company would get his report the next day. The next day I was left a voicemessage from a lady saying the material was doing what is was supposed to be doing. I was livid. It this what I paid over 2000 for, material that was supposed to come off with the first sitting. I donated furniture to the homeless that was 5 years old that looked brand new compared to this only because I just bought this condo and wanted something that fit better. I wish I had never given it away and I wish I never trusted the Broyhill name as quality furniture.

In fact, when I first ordered it, I had also ordered a dining room set by Broyhill only to find out through my own research online that they published the wrong dimensions of the hutch that would not fit in the space I had, so I had to cancel out that whole set. I also paid 100 for 2 add'l pillows for the sofa and I picked them up separately. They wouldn't even deliver them with the furniture, so I had to make an hour & half trip. They were all sealed in plastic and when I got home & opened them, the ends weren't even filled, the middle of the pillow was bulging on one side & the bottom was sewn with white thread on a burgundy pillow, so I had to make another trip to bring them back and the store manager gave my husband a hard time saying this is the way they were supposed to be & walked away from us. The saleslady sent them back for us. I even said to her that I had hoped this wasn't an example of their workmanship because our sofas had not yet arrived. Boy was I right.

I argued with the svc. mgr. for Hudson's and he finally agreed to send another service rep. for a 2nd opinion. He came several days ago, took another photo and scratched on the surface of the material & could see how it was coming off. He was going to write a report but said it could take several weeks before Broyhill would get back to me. My problem is that we are here in Fl until May 20th & then go back to our seasonal home in PA and won't be back in FL until Nov. 1st. I want this resolved before I leave here. I have family coming during the summer to use the condo & am embarrassed at how bad the sofas look. They look old & worn. I will never buy or recommend Broyhill or Hudson Furniture to anyone. They don't stand for quality or customer satisfaction.

Niels of Grand Prairie, TX April 16, 2009

Niels of Grand Prairie TX (04/16/09)
In the local Arlington shopping center, we visited a Broyhill outlet and looked over several types of furniture. We finally settled on a couch, loveseat, and ottoman. We were told it would take 6 weeks to deliver and it would be coordinated with us. Well, 6 weeks goes by and no one calls. We finally go back in, find out the status, told another 4 weeks. Okay, 10 weeks--not a problem. We finally get it delivered and all is well...or so we thought.

After just a few months, the product begins to show signs of fatigue. As you sit on either the couch or the loveseat, you 'sink' in to it. Not 2-3, but between 6-8. The fabric wrinkles over the cushion, then you start sliding off the seat. For a while, we don't really realize this is happening. By 5 months, we are concerned that the product is poorly designed. We go back to the store we purchased it from--out of business! Go figure.

After writing Broyhill company directly and waiting for a reply, they finally do so and request a local repair shop to assess the situation. This takes from December until February to actually happen. The repair shop arrives, states the design is poor (too wide, zig zag springs are not strong enough, etc) and writes a report that will go back to Broyhill and that I should hear in two weeks. A month goes by and I call the repair shop--they refer me back to Broyhill. I then write Broyhill again, stating the above and my dissatisfaction. Upon receipt, I am sent an e-mail. that states there is NO MANUFACTURE DEFECT and that I am stuck with this product. Of course, it is a POOR design, not a defect!

All I really wanted was either a repair suggested by the repair shop that would cost about 200 per unit--I only spent 3,000 plus on this, so it really wasn't unreasonable. The company doesn't have a customer satisfaction policy; their web site is full of dead links; their customer service and response time is absurd. They do not stand for quality and their reputation continues to get tarnished. As a consumer, I am totally dissatisfied with the quality, service, and concern by this company. I can only imagine their future will not be very bright.

At present, I am stuck with a product that is uncomfortable and I am totally dissatisfied with. When dealing with a company that provides a bogus warranty and no customer satisfaction, I will never purchase or recommend Broyhill to anyone. Sign me utterly dissatisfied with the entire process from start to finish.

Kim of Bridgeport, WV February 17, 2009

Kim of Bridgeport WV (02/17/09)
I custom ordered a storage ottoman manufactured by Broyhill as I liked the design and fabric. This was an expensive item! I know the warrenty is one year yet approximately 1 yr & few weeks, the wooden box frame on which the structure is made broke at one of the hinges. The local store I purchased it from tried to repair the piece but did agree with me that Broyhill should replace this piece. He tried for a month to have the local rep come to his store to see the piece - only excuses! My attempts to call the toll-free number have been fruitless. I HAD trusted the name of Broyhill. No more. I intend to share this story with my extended family, friends and co-workers. Not smart Broyhill-in these economic tough times,there are too many other options for consumers.

Suzanne of Barnesville, OH February 14, 2009

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