Consumer Complaints and Reviews
Got a sofa and love seat in April 2014. Late delivery by 2-3 weeks and sales person sold me a leather couch and delivered synthetic piece of Chinese **. No one will talk, apologize, respond. Derrek, the store manager, along with Hispanic sales person treat people with ignorance and rudeness and completely wash their hands. The store is going out of business so the advice to future employers, please check out this store for who not to hire in the future.
These sales people show their real nature but cursing at past customers in front of entire staff and potential buyers. No one cares about people. They are rude and I hope no one in service will ever hire them. They deserve to be out of work. I personally have never experienced such unprofessional environment. Not a simple, "I'm sorry you're not happy". Instead, "Can't you read the sign: no refunds?" Are they seriously thinking that will get them hired anywhere else?
We purchased a sofa and paid in full. They promised to deliver in 3 weeks, that was April/2014, to this date we got nothing. We spent countless hours on phone with incompetent customer service that cannot even locate the order. They said they would call the next day to follow up, but never received any calls back. We contacted them 4 times with absolute frustration, where we had to hold more than 20 minutes on the line just to be hang up. We were told people were getting laid off due company going out of business and therefore they did not have status on the order. Do not buy from this company, total scam. Big money loss of $2,000.00 and frustration.
I shopped at Carl's because it was rated as a high end store. I got a living room set on sale, a couch, loveseat and a oversize foot stool. All on sale and I still paid $2,750.00. I thought I was buying well made quality furniture that would last me for years. Boy was I wrong! Within the first couple of months, the couch and loveseat cushions and pillows had all broken down. I called customer service. It took work on my end, but after a few months, Carl's did work with me but it still took months to get anything done. Finally, after many phone calls and pictures, I was told that the cushion were defective and would be replaced. The cushions and pillow were never replaced, only the inside cores were replaced. I also told them I didn't want any more chicken feathers stuffing in the replacement cushions!
What did I get? Chicken feathers all over again. The replacement cores and pillow stuffings are worse than what they were in the first place. I feel like I shopped at Big Lots! They replaced the cores in Feb. I have been calling Carl's since April to find out what they are going do about this problem. NO ONE WILL CALL ME BACK! They are just blowing me off! I paid for junk! I guess court well be my next step. Carl's customer service and products are horrible. Do not buy from them! I am so embarrassed to tell people what I paid for this junk. It looks so horrible sitting in my living room. I live on a disability income and cannot afford to replace this junk all over again. Next time, I will shop Big Lots. Then it won't hurt as bad.
I purchased a sofa in October 2013 with a promised delivery of December 2013. After several follow ups, they told me that my sofa is scheduled to be delivered end of January. As a result, I cancelled my order. Surprise to find out that Carl is keeping 15% of the purchase price as restocking fee for something they have not even delivered. The excuse they gave me was "special order". There was nothing special about my order. It was a floor model. In fact, when I placed the order, the sales person told me that there were 8 pieces coming in on the order. Just beware of the unfair practice. I have been told that this seems to be their motto in making money off people. Not an ethical company.
I ordered a couch and chair from Carl's in Feb. 2012 and to date, 08/13, still have not received anything. The sales people tell you they will call when they get a date for delivery and to no avail. They never call you back. They will not issue any refunds. They need to get their stories straight and stop lying to the customers.
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On Jan 6, 2013, we ordered a bedroom set from Carls' and gave them a deposit of $2,041. On the sales contract it was clearly stated that we would receive it in March. In early April, we still hadn't received the set, and Carls' was unable to give us an idea about the delivery date. The manager of the Fort Lauderdale store gave us a signed credit slip, on April 5, stating that we would receive the credit within a month. As of today, June 2, we have not received a return of our deposit. The president of the company refuses to talk to me. I have filed a complaint with the Florida Attorney General's office. Carls' is not a professionally run company. They represent what so many long time Florida residents warned me about - unethical and more than ready to cheat their customers.
I purchased a bedroom set on January 2, 2013 and was told that it was in stock. Came to find out that they had no queen size bed and it would be 6 to 8 weeks before arrival. It is now the middle of March and I am getting the runaround that the bed is coming. They did deliver the dresser and 23 night stands, plus some additional pieces I ordered but no bed. I have called many times and I am starting to get the runaround. Do not buy from Carls.
In March 2010, I had a couch and love seat delivered from Carl's in Stuart. In Aug., I had a service man come and put more stuffing into sofas and made all covers on cushions smaller. On 8/23/12, I called and complained about couch would go way down when you sat on them. Another tech came and said it was the pillows (cords) that did not hold up and we should hear from Carl's in a week. After waiting two weeks, I called and spoke to someone who would check it out and call back. I have been calling repeatedly since that time but no one is in to talk to and of course, they do not return calls. It will cost $75 per pillow to have new cushions (cords). I have a 13-year old couch that have not had this problem. I would not recommend anyone to purchase anything from Carl's.
I ordered sofa and love seat In March. l was told 8-12 weeks. Salesman John told me it was on the truck last week. They have to wait for a full truck before the factor ships. Now I am told it did not make it on the truck and they have no clue when it will arrive. I ordered these three months ago when I bought my new home so everything would be set. Now, I have to start all over. What a waste of time.
I canceled an order that I placed on last August. Carls never delivered the furniture on the promised date. I had to pay a down payment. I am waiting for my money. In several times I have been speaking with somebody (Lily, Bakers, Rodney) about my refund. Today, I am still waiting for my money. My question, is the next step that I contact an attorney? During 6 months I have been stressed, first, waiting for the furniture, now, waiting for my money. Please be serious. I bought my new furniture in Baer's. The delivery was on time.
We purchased a sofa & recliner set from their Stuart store in December 2010. This piece of ** was made in China for Klaussner Furniture and the seats went flat two weeks later, because they used low density foam. A month later, we found out they closed down their Stuart store and we had to deal with their main office at Coconut Creek.
After our frustration trying to get a refund or at least get this garbage replaced or repaired, and due to lack of cooperation from their incompetent Disservice Department, we ended up taking them to Small Claims Court in Broward County, because that is what they put in their fine print of their contract. They promised to repair our garbage, but they haven't done it, because the replacement seat cores are supposed to come from China.
Over a year has gone by, and we are still stuck with this piece of garbage and almost sitting on the frame, because there is no much cushion left.
Looking through the internet, I just found out these people are in bankruptcy and one of the major creditors is Klaussner Furniture. It is obvious that Klaussner Furniture does not want to pour any more money into their sinking ship.
Buyers beware! Do not buy anything from a company in bankruptcy. Instead, check out BJ's, Sam's Club or Costco, because if you are not satisfied with your purchase, at least they have a better return policy.
They have very poor customer service at Carl's furniture. I ordered a sofa from Carl's on September 11, which was supposed to be delivered to me by December, and I had to pay in full up front. After 3 months, when I called to find out about my order, they gave me the runaround! It is now January of 2012, and I still do not have the sofa. I don't know when it will come, and the office manager at the store is very rude to me. I contacted the VP, and he never returned my call. Luckily, I paid with credit card, so I can dispute the charge.
I stopped by at Carl's that had lots of signs, about 50 signs including people who were holding signs up at the street, signs saying they are going out of business and signs saying that "no reasonable offer refused". I went in and chose three items that came to $1671. I was first offered 30% off where I was told no then asked for 20% off and told that that was not reasonable and told they took the signs that said "No reasonable offer refused" down. I explained that I had been shopping for an hour selecting pieces and the signs were posted when I walked in the door and I was shopping under the impression that I could make a reasonable offer.
The sales lady Anetta was short tempered and rude with me and said her final price was $1599 which was $72 off the sticker and less than 5% discount. She walked away from me. I arrived late with few pieces left and received from Anetta her frustration from a full day of other shoppers. When I arrived, I was excited and happy but left feeling really bad, sad and insulted. There were no other shoppers in the store when I left. I imagine from the same rude treatment, I won’t shop at Carl’s ever again based on principle and I currently am remodeling and need an entire home of furniture.
To the point, I ordered furniture on 12/5/10 in the Miami Store before bankruptcy. I haven't received the furniture in a year of purchase.
I purchased a rug at Carl's Liquidation Sale in Jensen Beach, FL. It is defective, covered with pulls and getting worse every day. It supposed to be "extremely fine quality". The price is $9,515.00 on sale for $2,854.00. After a lot of trouble getting through to Carl's, they told me to contact Deer Park Assoc., which I did. They told me that I had to deal with Carl's directly. Carl's either do not answer the phone or you sit on the phone and never talking to anyone, Finally, I hanged up in frustration.
I just moved from Florida to Ohio and I am fighting them long distance at this point. Carls double charged me for a rug I bought in July 2010. The second charge came through in July 2011. Also, I refused one delivery (over $800) and they would not refund my money, but gave me an in-store credit for the item. I now live in Ohio. No Carls to be found here. I just want my money refunded.
The public should be aware that Carls Furniture is in bankruptcy chapter 11 and continues accepting cash payment and not delivering the furniture sold and not refunding monies (post-bankruptcy).
I purchased a chair a month ago and paid cash in full via debit card. The chair was promised for delivery in six weeks.
I called the corporate office, who says that Carls filed bankruptcy in June (before my purchase) and are not making any refunds.
I understand bankruptcy can happen. What I cannot come to terms with is how can a company in bankruptcy continue to accept cash payments and not deliver? That is fraud in my book. This is criminal and the public should be aware.
I ordered a dining set, and after 2 months of waiting, we canceled the order. The salesperson was to credit our credit card, and after 5 days, no credit has appeared on our card. The store now says it would take four weeks for a credit to be issued.
Do not buy anything from these stores. There are no products in the inventory and they have very bad service. It appears that they are going out of business.
I ordered a dining room set in September 2010. It was lacquered wood and was delivered damaged. They sent a replacement table that was even worse. We told them we wanted an entirely new set and ordered from a catalog on October 1st 2010. It was more expensive but we ordered it anyhow and we're told it would be a few months.
It is now March 16th and all I hear is any day now. We wanted the $3200.00 Carls has from us but we're told that because it's a special order, we can't get our money back. The store we ordered it from Carl's on Federal highway has closed. Anita has been transferred to another store.
Carl's Furniture was having a warehouse sale. I purchased a twin bed on a Saturday and paid $316.94 with my debit card. I scheduled to return the following day, Sunday, to pick it up. When I returned the next day, the bed was missing the side rails. At this point, they searched and did not find the side rails and proceeded to attempt to convince me that the rails were never included. I argued to the point where I was so highly offended by this that my son had to take over as he was concerned for my health.
Finally, they agreed to refund my $316.94. The bed I purchased was for my other son who was moving in with me and was to serve as the only other bed in my home. My son was arriving the following week. This is actually a very long story of many many phone calls and an indescribable amount of personal aggravation and disgust with this company. The short version is that Carl's took 6 weeks to re-credit this money back into my checking account.
My impression after speaking to what felt like everyone in this horrible company was and is that - this 6 weeks to get you money back is their customary abuse of a customer. A customer, by the way that not only will never spend a cent with this company again but also a walking trash Carl's Furniture campaign.
This company has no understanding of the potential value of positive world of mouth referrals for business. Their complete lack of understanding regarding the need to deliver customer service and their complete lack of business ethics (keep your money for 6 weeks) leaves me in a state of disbelief that they have not gone out of business which is what they deserve. My recommendation is that you avoid doing business with this company. They are very very nice during the period where they are attempting to persuade you to spend your money followed by the real Carl's business philosophy which is lack of customer service and lack of business ethics.
I bought a bedroom furniture set from Carl's Furniture in ft. Lauderdale, I ordered it inn December 2009 for delivery in August 2010 since I am from out of town and my condo was being totally renovated. I got called for a delivery in April 2010 when I specifically had said to the salesperson that I was coming back only in mid-August. She had said no problem when I ordered.
Well, when I came down to Fort Lauderdale in August and the delivery was scheduled August 27, I thought I would have slept in my bed that night. Surprise, surprise that was not the case not that night or till I left in mid-September. There were missing hardware, wrong bed rails, finials missing, nightstands that were warehouse floor models with the price tag that was lower than what I had paid and lots of touch-ups to be done.
When I left in mid-September, the manager assured me everything would be taken care off. Well, we are at the end of October and no news on what is going with my bedroom from the manager. I am totally disappointed with the after sales service provided. I was very patient with Carl's but my patience has run out.
I am a recent owner of a first-time home, so my parents were gracious enough to purchase me a $4000 bedroom set ordered on labor day weekend of 2009. My complaint is, it is now mid-October 2010, I just received the furniture for the third time with damages. I have missed 3 days of work for deliveries and each time, it was not in acceptable shape. The manager said he spoke with corporate and they said they would not keep delivering the furniture, and if one piece out of the 5-piece set was acceptable to keep it, and they would redeliver replacements for the damaged goods. I shouldn't have to accept anything but the complete set.
Now I have damaged furniture and the manager said to hold on to it and Carls will send someone to re-finish the wood that is discolored. I am beyond frustration and will never purchase or recommend anyone or thing from Carls Furniture. I will say that Carlos has been pleasant but the problem is not solved for 1 year plus.
Furniture was ordered on 6-10-10 and a partial order was delivered in September, but only after numerous calls to check on the status. I was originally promised that delivery would be in July. We also ordered fabric & cornice and the fabric was received in July and was sent to the drapery department for construction of pillows. It is now October. The only excuse I have not received about the delayed order is "the dog ate my homework". I have initiated all conversations requesting status on our order. Carl's has done nothing to keep its clients informed. I am stuck with no recourse, no pillows (does it really take 4 months to make pillows) and an unhappy spouse.
I ordered furniture from Carl's on April 10, 2010 which I was told would be delivered mid June. When I contacted my sales person Elena by mid June to get an update on delivery, she told me there was a delay and that it would be delivered mid July. When I contacted her mid July she said her store manager Lily was contacting the customs department at corporate headquarters to find out when my order would be shipped. After a month of several calls to Lily, she still had no answer for me so I contacted corporate myself. Again after several calls, I reached a woman by the name of Laurie **. She assured me she would look into my order and call me back. After a week of not hearing back from Laurie, I attempted to call her again and was told she was on vacation. I spoke to a Carey who told me she worked for Laurie and that she would look into it and promised to call me back. There was no call back. I called Carey again and she told me she did not call me back because Laurie said she would take care of it.
At this point my furniture has been on order for 6 months and my credit card has been charged over $7000.00 back in April so I asked her for the president's email address. I emailed him about my order, trying to get an answer as to when I will see my furniture that I paid for six months ago. After a couple of days he responded to me via email (even though I supplied him with my phone number). The first sentence of his email was "I am sorry to hear about your problem". Can you imagine? My problem? I would say it was Carl's that has a problem and not me. In his email he did not offer me any answer as to where my furniture was so I called again. This time I spoke with a Michael and he told me the furniture was supposed to leave Carolina on Friday, Oct. 1st and that it should be delivered within two weeks. So we shall see what happens on Oct. 15, but if I had to guess I will still be sitting without any furniture and my credit card bill has been paid long ago.
My wife and I purchased furniture from Carl's in early May 2010. The sales person made two representations which were pivotal to our decision to buy: (i) the furniture would arrive in mid-June and; (ii) if we wanted to cancel before arrival, we could. It is now July 13, 2010 and we have been told that the furniture will arrive the last week of July. This is after being told it will be here in late June, then early July, then mid-July. Aside from that I have now been told that I cannot cancel this order because it was a special order which was the specific reason I ordered the furniture.
So now I am stuck with furniture that I have not yet received, but I cannot go elsewhere because I will lose my deposit. The sales person, Irma, should be fired for such dishonesty. I have been sitting on cardboard boxes in my new house now for nearly 2 months waiting on furniture. Every other place I ordered furniture from has had it delivered in days, repeat days. I am going on nearly a quarter of a year for a brown leather couch. Again, I did not order a throne I ordered a brown leather couch. If you are reading this at home right now, you may be seated on the very same type of couch I ordered. That's how common this couch is and I Carl's has repeatedly broken promise after promise after promise. If you are looking to throw down a bunch of money as a deposit for furniture you may not receive, then go to Carl's! If you are looking to purchase furniture that you may actually receive one day then go someplace other than Carl's Furniture in Coconut Creek!
I purchased furniture from Carls in early 2007. I had one of their expert designers come to my house. I worked with her and another design expert to decide on all the furnishings, including the materials used for covering my new "custom" couch for a family room. This very expensive sofa began tearing within 6 months of it being in my family room. Carls had to replace one casing. Then, the rest began tearing. But by that time, the warranty was up according to Carls and they refused to do anything for us.
They tried to say it was us excessively using the couch! Clearly, that is ridiculous since you do sit on a sofa in a family room! We are not big people and we have no small children or pets jumping on the sofa. This problem is on every cushion, even those not sat on! The company refuses to help. The manufacturer of the material says the material is not defective, but it rubs up against the seams of the underlying cushion and rips!
October 11, 2009, my husband and I purchased a sectional sofa and ottoman, paid in full by credit card, for the total amount of $3,035.24. All items were in the factory warehouse, with the exception of a corner unit (stock#L43S739-85/$650.00). The furniture was delivered October 20. 2009, the corner unit on back order was to arrive within 4-6 weeks. Upon delivery of the corner until in mid-November, we did not accept delivery because it was damaged in shipping. When I contacted my salesman, he told me that he'd have to research the item, but was not optimistic about a Thanksgiving delivery date.
I expressed my concern with having a "hole" in my family room and they offered me an option. I could "borrow" the floor sample (it showed a lot of wear/stain) however, they would not deliver it, not pick it up to return to the store when the new corner unit was delivered. This was not convenient and I wasn't going to go out of my way for a used piece of furniture. There were a few more conversations, with no answers however, I was told that Christmas delivery was not going to be feasible. The furniture was in a warehouse in another state, California perhaps, and waiting to be shipped. No answer as to what they were waiting for. No one in the store or warehouse had any idea as to a delivery date and no explanation to same.
On Jan. 23, I contacted my salesman at Carl's and was told the exact same thing; in the warehouse in San Diego, waiting to ship, no delivery date and no one in the warehouse was returning the calls to Florida. So basically, unless I contact the store weekly or daily, it shall sit. I asked the salesman why they can't ship the piece through UPS. No answer. I have exhausted my time and patience. At this point, we've had the furniture for 3 months, and unless this piece comes with the next week or two, the uneven wear and tear will be evident. If Carl's will refund my account, in full and immediately, I want them to take this sectional back. If not, I will file a small claims and pursuit damages for fraudulent consumer performance.
They took the entire amount of money without being able to fulfill their end of the contract. I've wasted time and energy, plus the inconvenience of having a sectional that is missing a part, it's not functional and aesthetically inferior. Can I pursuit damages exceeding the purchase price but not exceeding the $5,000.00 cap on small claims? I am paralegal (inactive since 1986) so I would like to do this on my own for economic purposes, however, if I am advised by an attorney that they can represent with no fee to me, other than a percentage of damages in excess of my purchase price, I would certainly be open for a consultation. Thank you in advance for your time and assistance.
we ordered and paid for a bedroom set in April/08 and one piece was missing when it was delivered. a floor model was delivered in September. we have been misled and lied to all year. we still do not have the missing piece of furniture. the furniture that was delivered was a floor model and has scratches on it. it diminishes the value of the entire set
I ordered bedroom furniture on March 3,2008. It was finally delivered on 6/2/2008 after repeated phone calls from me looking for it, at which point I had to pay in full before delivery. Not only was the furniture scratched, but the delivery guys did not know how to connect the mirror to the dresser (good thing my husband was home to show them how) and they insisted that they had the wrong parts to put the bed together. So they wrote up a service order and took half of the parts with them.(including the finial for the bedposts)
he next day, a service person show up to put the bed together but didn't have the parts that the first guys took with them. So I made him fix the scratches (which he knew nothing about) and he left. 2 days went by and I didn't hear from them so I called and got some BS that they were sending someone else out. The next day they came and STILL could not put the bed together and didn't have the finials for the posts. So HE left and now I still do not have a bed to sleep in. So now it's the weekend and by Monday, I'm sleeping on the floor for a week waiting for someone to come and put this bed together. So I call again. She (Jodi in the service dept) tells me someone will call me in 3 days to make an appointment to come out, and she has to reorder the finials which should arrive in 3-4 WEEKS!!! Now I'm LIVID.
So 2 days later another service person shows up and say he has the same parts that the other 2 guys had. They were suppose to cut the boards to fit so he did and finally my bed is put together, however, now it's lopsided!! So my husband says screw those idiots and fixed it himself. So here it is September 8, 2008 and I STILL don't have my finials!! Whenever I call the service dept, nobody ever answers so I leave a message and sometimes they return my call. Not this time. What a fiasco. I will never buy furniture from them again, and I think consumers should be warned not to. I know a few other people who have also had trouble with them.
When I moved to Florida in December 2000 I purchased my furniture from Carls because of it's quick availability. Some of these purchases included a 4 piece livingroom ensemble, and a sleepsofa. The sofa was exchanged twice and one of the chairs has gone back and forth at least 5 times, each one with major defects. I had returned one sofa (not any previousley mentioned) and a torchiere which I was never given credit for. I was also over charged on one lamp by $40.00.
I have just written a letter to the manager of this store requesting that he either give me credit for the damaged chair and I would keep and he could have a chance to repair the sleepsofa. Otherwise I would like him to take all five pieces and give me a credit for them plus what it cost to have them all stain protected. I have spent roughly 16,000.00 between 3 of Carls store. They also never told me that each store operated independantly from one another and were only responsible for there store. Not knowing this I purchased some items from the N.Palm Beach store which is closer to me,thinking that the credits from Fort Lauderdale could go towards the purchases at N.Palm Beach.
So now I own the N.Palm Beach store over $2000.00 and the Ft. Lauderdale store owes me a good amount. I have not heard from anyone as yet.
Carls Furniture & Design Company Profile
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- Carls Furniture & Design