Kane's Furniture

The good news is that we took videos and pictures of what we was purchasing. After refusing to receive the tables and the bigger couch the delivery guys called warehouse manager and He told the guys to leave the bigger couch temporarily until we receive the correct one. Three days later I was still not hearing anything from anyone at all so I Reached out to Kane’s. After about 10 minutes of waiting I was able to speak to the manager, which told me to send him pictures of the right product so he can correct the order as soon as I got home. I sent him the pictures from my cellphone to his cellphone. Wish I save all the conversation texts for my records. This was on Friday 02/14/2020. Tuesday 02/18/2020 I text the manager again but no answer.

After that I call the store and spoke to someone but no answers to my questions, I requested them to have the manager to call me and he did call me couple hours later. They admitted their mistake, however he was only able to offer me to return the couches and few days after they will reimbursed my money. Wish I didn’t take because I don’t have my original couches anymore, so that would’ve left me with no furniture in my house for a few days/weeks. I have 4 kids. Second opinion was for me to pay more money in order to have the electric couch with sub, Just because their sales person made the mistake. I also say no to it because I shouldn’t have to pay for someone else’s mistakes.

Now I’m dealing with BBB see if they can help me with this situation but I think I’m going to have them take the couches back. However it’s gonna take a few days before I get my money back so I’ll be left with no couches for a couple weeks. Don’t ever buy anything from the furniture. However it’s going to take a few days before I get my money back so I’ll be left with no couches for a couple weeks. Don’t ever buy anything from Kane’s. The only reason I’m given a one star is because you can’t do zero star. I make sure I tell everybody about the bad experience from day one.

We were brought to a few different styles in which we choose the Transformer in Off White. She sold us on the warranty, which we were told was a leather conditioner. We sealed the deal, $3500.00 later our furniture was delivered with no issues. 1 year after delivery, we started to notice cracks that turned into peeling on the sofa. We contacted Kane's who advise we call the warranty company. I called and spoke to a gentleman who said the warranty doesn't cover peeling on fabric. I stated, it wasn't fabric, but was weather couch and we were told the leather warranty covered tips, tears, punctures and so on. He stated again, this is not leather, but fabric.

I was upset and argued with him, because that's what we were told when we purchased the sofa and loveseat. After doing some searching, we found out the set we purchased was a polyurethane material and not leather. Needless to say, we were very upset. We brought it to the attention of the manager at Kane's who basically said, "Sorry, nothing I can do she doesn't even work here anymore." We now have a ugly, peeling couch. Luckily the loveseat is fine. I saw there was a class action lawsuit against Kane's, but unfortunately the time to.file ended in December 2016 and we purchased in March of 2017 though we were not included in this lawsuit.

Fast forward to now Jan 2020. I'm upset looking at this ugly couch and put a review on Google and Facebook about my experience at Kane's. I get a message asking me for my order number and contact information. I send it to them via private message on Facebook. We had decided to get a new couch as I can't stand looking at this one anymore. We are 10000000% on getting a real leather couch. We walk into Kane's, greeted and asked how he may help. We said we want a leather couch. The salesman brought us to a few sets of what appeared to be leather. This time we are more the wiser. We check the tag and sure enough, it's not leather but polyurethane again. We told the man we specifically said we wanted actual leather. He got.upset and walked away.

My husband went up to.the customer service counter and spoke with the manager "Chris." She apologized and sent another young man over who showed us the actual real leather options. We picked a couch, made the purchase and thanked them. It didn't sit right with me how we were lead again to fake leather couch and I told my husband I wanted.to return the couch and try another company as I now don't trust Kane's to protect their customers. We did the return the following day. I received a phone call from a manager "Michelle." She asked me what had happened with our whole Kane's ex6. I proceeded to tell her what had happened that I wrote above.

She then proceeded to tell me well you did purchase fabric warranty. I stated to her on the invoice we received it doesn't clearly state fabric warranty, it had a code and a charge and we as the customer don't know what their codes mean and wouldn't know that was for fabric and not leather. She asked if we still had the bottles from.the leather kit that was given to us. I stated, "No, once it was cracking and peeling, why would I bother wiping it to keep it conditioned?" She said, "Well I don't know what to tell you," and she didn't believe me. I told her that was fine, I wasn't trying to deal with this anymore which is why I didn't pursue it any further back in 2018 when I first complained.

She then said using the so called leather conditioner the sales lady gave us may have caused the peeling and I told her that doesn't make sense because the loveseat is still fine and it was used.on that as well. She said she knows I'm lying and my story just escalated. I don't understand how that was it escalating, but like I said I was really over it already and moved on already. Now she's being downright disrespectful. She said I was a waste of time and I told her she did not need to go any further, I was done. She said some not kind things and hung up on me. Needless to say, I am done with Kane's for good.

We stop by Kane's Furniture in Ocala and talked to Karen ** (Operation Manager) in December and showed pictures to her and she scheduled a technician to come by on Dec 27, 2019. He inspected it, took pictures and asked my wife if anyone was on high blood pressure medications as this could cause the leather coming off. Kane's, a few week later called me (Michelle ** from corporate) and told me the manufacture will not cover it and Kane's 5-year protection will not either. I was informed to keep the other pieces of furniture in good shape. That I need to weekly wash the leather furniture with distilled water. Also, I need to wash my hand thoroughly each time I use this furniture. Especially never eat food in them. She offered to get names and phone numbers of furniture repair places that I would have to pay for. She gave me an option of buying from the manufacture replacement arm, and she would pay for labor.

I’m thinking, after buying what I thought was quality furniture ($3800 for a living room package) from what seemed to be a reputable store, they should at a minimum repair if not replace the chair. My concern now is the other pieces is not going to hold up. The salesman never asked us if we had any medical condition or advised us this was not suited for normal retirees. I consider my wife and myself as clean people that take care of things. My car has leather seats and is over 2 years old and gets used almost daily and looks like new. I’m no dummy but feel like they have taken advantage of us and want to share this to help other from getting into this mess, especially Land Sequoia 3 piece set from Kane's Furniture. Bob & Rana ** from Ocala Florida