I will write out word for word the compalaint filed online which is supposedly direct to the VP, yeah and I just won two lotteries.

My husband purchased two recliner chairs at your 99Str. store in Edmonton on Jan/22/10.)n May/14/10 one of the chairs broke, a board underneath had come off ar one end. Also some of the front stitching on the fabric was unravelling. I phoned the store for warranty(my husband was assured it was in home repair when the five year warranty was purchased)but I was told no that was wrong I had to take it back to the store.I phoned back May/18/10 and talked to manager Rob A. who said the salesman was wrong even thpugh both my adult son & my husband were told it was in store warranty only. On may/22/10 I made arrangements to take the chair back to the store and even though Rob A. as there nI had to deal with another Rob.He looked at the chair and said it wasn't broken even though there was a board hanging down.He finally said it was just a quick fix- a statement he made at least five times"well if it wasn't broken what is there to fix? He finally consulted Rob A who said just to replace the chair as Rob A. had said he would."Rob" then roughly shoved the chair in the vehicle and snottily said "yuu have no more warranty even though five years had been paid for. I told him I didn't think it was legal and he said it was in the warranty agreement whick everyone got. I told him we had not got one to which he replied it was impossible as every customer got one.We did not have one and after "Rob" gave us one he went back in the store slamming the door as he went.In conclusion Rob was rude, obnoxious and devoid of any customer skills.My family has been a customer in the past but with the treatment I received from this employee-it has insured you have lost us as customers forever. I feel your "warranty is a money grab and nothing else-one use & no warranty left even though we paid for five years-what would you call it?


No we never heard from the company nor do we expect to just please learn from our expierience & shop elsewhere.

My boyfriend and I purchased some furniture in August. We bought a leather couch, an entertainment unit, coffee table, rug, bed side tables with the matching dresser and bed. They had 2 phone numbers and addresses for us as my boyfriends mom purchased the furniture but we gave them our information and they had it added as the primary contact info. It is stated on our invoice as such. We were supposed to have the furniture(except the couch it was on back order till late Sept) delivered on Sept 1st as we were going on holidays the day after that and didnt want to wait.
We didnt hear from them and didnt think much of it. So we came back from vacation and went to the store the following weekend Sept 15th. We set up a delivery for the following weekend and found out our couch would now be coming in late October. Saturday rolls around and we spend all day getting rid of our old furniture so we have room for the new stuff. At around 3 we call to find out when they should be as we have been waiting all day. They went to my boyfriends parents house to deliver the furniture and didnt call me because apparently our address and phone number wasnt there for them to see. So I complained and the woman said they would change the delivery day to Tuesday evening and that my boyfriends mom could come in at anytime and have the delivery charge reversed onto her credit card, she didnt have to bring anything with her.
Tuesday comes and so does our furniture after 10pm. The moving guys were very good in fact we tipped them for their work. They finished close to 11pm. We went to bed after trying to assemble furniture till 1am. The next day we tried to finish and discover that 2 of the pieces for the entertainment unit are quite damaged.
Later my boyfriend calls UFW and they tell him they will send it a technician to fix the pieces(which never happened).
We eventually go in on a weekend and ask about the replacements as we would like our new furniture and he says maybe end of Nov which is when our couch should be in. Fabulous. My boyfirends mom is with us and tried to get the delivery charge refunded, the girl sees no message about it and says no. After dealing with her for 15 minutes I check with the manager and he approves it remembering the conversation that took place over the phone. Her money is refunded. We leave after I make sure again that they have my phone number and address on file to contact me when these items are in.
Weekends go by and my boyfriends mom gets a voice message at her home that our couch is in. They called her. Again. So we call this past weekend to get our couch delivered. My boyfriend asks about our replacements for the entertainment unit and she claims it is not anywhere on her computer and she doesnt know what he is talking about. He talks to her for a while and gets her to ask the manager and sure enough they figure it out and they are in. He sets up delivery for the following tuesday which is today. He tells them we work until 4pm each and could they be delivered later in the evening. On my way home that day I get a phone call from my boyfriend saying we wont be getting our furniture today because they tried to deliver it a 4pm! That evening my boyfriend calls again and goes over the same thing again. Next day the delivery guy shows up at 2:30! So I call the store and get some girl that transfers me to the manager before I barely say anything. I ask him about getting the stuff delivered later in the evening and he tells me that they dont do such a thing!? So how did we get the furniture the first time? Doesn't matter, he says it can't be done and I have to call back the next day as our stuff is in limbo and can't be set up for delivery. So I call on Thursday and the girl who barely speaks english just transfers me to the Assistant manager before trying to help me. So now I have delivery set up for Saturday afternoon. Which sucks because we are housesitting in the suburbs and now have to drive back to sit around and wait for furniture that Im just not too faithful in anymore. So here I am with no couch as we had to get friends to come over and move it Monday night(Remembrance Day). And my pieces to the entertainment unit in the middle of my living room ready to be moved.
What an experience let me tell you olmost 3 months of waiting on bought and paid for furniture. This is the first time in my life that I have ever taken the time to write out a complaint about a company. Oh and none of the email adresses on the website seem to work. They were all returned as address "not found". I even tried to send them from work and I work at a bank so it should have gone through!

I promised myself to post on all possible websites this experience of mine.

I went to United Furniture Warehouse back in July of last year (2005) to look for some furnitures. I was about to move to an apartment the following month. I ordered a couple of items, bed and bed frame, dining table, sofa set, computer table, entertainment center, chair and mirror. I asked them if they could deliver the items first week of August as I need even just the bed that week. The Sales Person promised me that they can deliver it on time as the manager of the delivery company also agreed (as per him). The salesperson also asked me if I want a 0% interest in a year which I agreed. He told me that there is an administration fee of $69.95 (which I told myself, not bad as an interest for a year for almost $2000 worth of furniture). He even claimed that the delivery is free. Delivery date came and I didn't hear from them. So, I called them and the sales guy told me that it was rescheduled two days after and still no items. They again promised me to deliver it, but still no furnitures. I called them and told them that I needed even just the bed and the bed frame as I have nothing in my apartment (no chairs, just a small table, that's it, until a friend of mine gave me a bed rather than buying a thin mattress as a temporary bed)... not even they called me to advise that there will be no delivery... imagine I have to ask someone to be in my apartment because I have to work, putting notes in the lobby just in case they arrive to call my friend which lives just in the next building. Days passed and I called them and canceled the order. I purchased my bed and my drawers somewhere else until one day all of a sudden they delivered the items. I called UFW and told them that I will still take some of the items but not all. I took the dining set, cheap sofa with coffee table and side tables, entertainment center (50% off because it is slightly damaged) and the computer table. The rest I sent back. Now, I realized that this is the biggest mistake I made. Also, I noticed that they sent me an undamaged entertainment center, so I called them and told them that they delivered the wrong item. None went back to pick up the entertainment center and replace with the right one. After that, I am eager to know how much I owe them... time passed and I am not receiving any bill. Two months after, I called them and asked why I have not received any bill, then they found out that the address in my billing statement is my old address. So, I went to my old address and there it was. I opened it, and wow, still the bill shows all the items. I went back to UFW and asked them to correct it... according to them I have to come back as the Manager is not in. I called them, and even asked for an appointment with the Manager. Again, went there and no manager. I asked the rest of the guys in UFW and told me that they know how I feel but "don't worry, have a peace of mind" everything will be settled properly even on the last month of my due date. Time passed by and I called UFW Credit Division, as I have not received any billing statement from them. In less than a month (November), I received my "2nd bill". I again, can't believe the amount, the total amount changed and there is Payment Protection Plan also included that I am not aware of. I went "again for the nth time" to UFW and asked what is that all about? They said, it shouldn't be there but I have to call the UFW Credit Bureau to fix it. I called but waiting time is just ridiculous. I again called, and I told them that I am again not receiving my billing statement and I didn't apply for the Payment Protection Plan. They said that I have to go back to UFW and check with them. I already don't know what to do... for me it is a torture and I regret buying these items from UFW. Imagine the time and effort just to fix a simple problem. But, my story doesn't end there. So I have no choice, I let the time pass and comes June 2006(2 months before the due date). I again, of course, called UFW and ask for the total amount that I have to pay. They said they will fix it, so to be sure, I went there personally and...of course again, I have to come back because the manager is not there. I went again the day they said the manager will be in, and fortunately there is this lady who helped me. She managed to traced the items that I returned and said to come back or they will call me for the total amount. Luckily, this time a guy called me the following day, BUT he is giving me a different amount. As far as I know, I only have to pay $900+ but he is giving me close $1150, that's $250 difference, $250 is $250. Of course, again I have to drop by to negotiate and see for myself how he's getting that number. He showed me that there is an item that was accounted incorrectly, and that is the entertainment center. According to him, they delivered the wrong one and since it is almost been a year they cannot do anything about it. I told them that I still have the box since I called and no one replaced it with the correct one since then. I even told the guy that I would just return the item (problems after problems after problems). Of course, again I feel so terribly hopeless and told him that they are like shops that are forcing their customers to pay for the items that we didn't even order. That's a scam. He said, he cannot do anything about it and I have to pay for it. Now, here I am again called the Credit Division for an update on my ownings... and it went up to $1300+. I almost went crazy, and told them what's going on??? They said, I have to pay for the Payment Protection Plan (of almost $20 a month?!) for my expected 900+ ownings??? Unbelievable, this is a rip-off!!! I told them that they have to fix their calculations first before I can pay them. But, they insist that I have to pay for the whole amount and call them later to fix it. No way!!! Ever again. I sacrificed for one year of troubles, headaches, no peace of mind... then I have debate again... and again... and again. Look, if anyone of you reading this letter, do you want to tell this story over and over again because you are dealing with different people everytime you settle your account??? Now, I feel hopeless, I have to pay the amount with around $400 more than I really have to pay...not to mention the $69.95 that I paid for the Administration fee. Revenge??? I don't know how... I think the best way is to tell the world. Now, I have to pay the total because according to them, if I didn't pay the amount in time they will be forced to submit it to Credit Bureau.

I called the Manager of their Credit Department... as usual 30mins of waiting... and I ended up paying everything. I am not even rude when negotiating with all of them but for some reasons, they just really don't know how to negotiate with their customers... especially with their AFTER SALES. - voted worse Furniture shop.