BEWARE Famlily Furnture Galleries, Leesburg, FL

[lesser160@aol.com]

In May 2017 we purchased a five piece reclining media set at a cost of $3865 from
Family Furniture Galleries, 8626 US Hwy 441, Leesburg, FL 34788. There were two misrepresentations made by Family Furniture sales staff.
First, we were assured by the sales representative and the sales manager that this manufacturer (El Ran) made the highest quality products. Second, we were sold a 5 year warranty that was represented as covering all perils to the fabric.
After only 3 years, the fabric began to separate, crack and split (photos available). When notifying the warranty company, we were informed that this was normal wear and tear and therefore not covered. I do not believe that almost $4000 of high quality furniture should disintegrate in this fashion in 3 years. Upon contacting the manufacturer, we were again told that only 3 years was the expected life of their product.
We then contacted Family Furniture directly for satisfaction. We were told that they had no responsibly but would give us a discounted price of $400 to re-cover the damaged products. We paid the $400 in advance but the items have never been satisfactorily repaired.
First Family sent out their in-house repair person with pre-made fabric to recover. He did a terrible job leaving seats at different heights and severe wrinkles in the fabric that he stretched improperly. After complaining, Family Furniture agreed to send out out a private repair company. Their 2 repair people told us specifically that the first repair person (from Family Furniture) did a terrible job and that he had destroyed the original replacement fabric by stretching it improperly and that it could not be saved. They stated that new fabric would have to be ordered.
Since then, without any further repair attempt, Family Furniture has stated that the repair is complete and that they have no further obligation.

[Toymeister]

Another example of extended warranties in action and failing.

Sorry it happened to the OP

[retiredguy123]

Sorry for your problems. But, I would never buy an extended warranty on anything, especially furniture. That is a ripoff profit maker for all furniture salespeople. I don't think any furniture today is high quality, and $4,000 is not a lot for a 5 piece set of reclining furniture. I understand your issues, but I don't think another furniture store would have handled it any better. My opinion.

[dewilson58]

First, we were assured by the sales representative and the sales manager that this manufacturer (El Ran) made the highest quality products. .

:ohdear::ohdear::ohdear:

If you are truly buying the HIGHEST quality, you would know the cost is closer to $40,000.

Their website does not discuss high (forget highest) quality, just value & pricing.

Their focus is competing with Babette's across the street.

[EdFNJ]

Interesting because I had a SIMILAR but OPPOSITE experience with FAMILY FURNITURE just 2 months ago. I bought KNOWINGLY INEXPENSIVE (because we couldn't afford "the best" and knew from shopping around that a "motion" sofa and "motion" loveseat set for $3000 was far from "the best") furniture from them when we moved in here in Feb 2017. No matter what a salesman says should always be considered "puffing." The best furniture, the best tires, blah blah blah.

ANYWAY we also took out the useless warranty (knowing nomal wear and tear is never covered by any warranty) because there were LOTS of motors and switches and about 2 months ago the foam & filling on our 3 1/2 year old 2 reclining seats on the sofa collapsed (my wife is 95lbs and I am about 2x that). Called the warranty company and they to refused the repair because the fine print says it isn't covered. Had I spilled coffee on it, or tore it with a knife, or hemorrhaged on it it would have been covered (which was in the back of my mind after they declined).

Called Family Furniture and told them the warranty company wouldn't cover it so they immediately sent out their guy to check it out, they immediately ordered replacement foam & dacron filling and the day after the stuff came in had someone come out and repair it which required removal of the upholstery without a single attempt to ask for any payment (I was more than willing to pay for it and they knew it). The upholstery was "re-applied" perfectly as well.

2 similar experiences with 2 different outcomes. I'd buy from them again in a second. The furniture brand was "Southern Motion". Could it have been a different attitude in the approach to the dealer?

[thelegges]

1992 we had 2 couches custom made in Canada with Premium leather. Cost $4,000 each. Warranty for free by company as long as we owned the couches. Both couches are still in great condition, except a small squiggly line drawn with sharpie by our young granddaughter.

Every year we had leather conditioned, and one repair to a seam which one could never pick out. I can’t imagine what the cost would be if we had them duplicated today

[wisbad1]

Sorry for your problems. But, I would never buy an extended warranty on anything, especially furniture. That is a ripoff profit maker for all furniture salespeople. I don't think any furniture today is high quality, and $4,000 is not a lot for a 5 piece set of reclining furniture. I understand your issues, but I don't think another furniture store would have handled it any better. My opinion.
Bought from babettes, never had any problems with fixing anything. If they couldn’t fix it then they replaced it.

[retiredguy123]

Bought from babettes, never had any problems with fixing anything. If they couldn’t fix it then they replaced it.
After 3 years? I agree that Babettes has great customer service. But, there aren't many furniture stores who are going to fix fabric failures after 3 years. They are going to claim that it is wear and tear. How can you guarantee a fabric against all perils?

[bowlingal]

I can't imagine paying $4000 or more for living room couch/recliners. Should have gone to Kent furniture in Belleview

[LateBoomer]

extended warranties are for suckers.

that being said, expensive furniture should last. We had one sofa that didn't really show a lot of age until after 20 years. you got ripped off, yes. the mark-ups in the furniture industry are insane

[RICH1]

was the furniture made in Asia?
Replacement sofa is sitting on a boat... start your chainsaw , cut your old sofa in half and have a new Baraca-lounger delivered....

[DaleDivine]

was the furniture made in Asia?
Replacement sofa is sitting on a boat... start your chainsaw , cut your old sofa in half and have a new Baraca-lounger delivered....

:1rotfl: :1rotfl: :1rotfl:

[Goinghiway]

After three years using, they came and replaced two pieces due to cracking leather… cost $7….
Would definitely use them again

[harbor470]

I would like to know the name brand of the furniture you bough. Same thing happened to us.






In May 2017 we purchased a five piece reclining media set at a cost of $3865 from
Family Furniture Galleries, 8626 US Hwy 441, Leesburg, FL 34788. There were two misrepresentations made by Family Furniture sales staff.
First, we were assured by the sales representative and the sales manager that this manufacturer (El Ran) made the highest quality products. Second, we were sold a 5 year warranty that was represented as covering all perils to the fabric.
After only 3 years, the fabric began to separate, crack and split (photos available). When notifying the warranty company, we were informed that this was normal wear and tear and therefore not covered. I do not believe that almost $4000 of high quality furniture should disintegrate in this fashion in 3 years. Upon contacting the manufacturer, we were again told that only 3 years was the expected life of their product.
We then contacted Family Furniture directly for satisfaction. We were told that they had no responsibly but would give us a discounted price of $400 to re-cover the damaged products. We paid the $400 in advance but the items have never been satisfactorily repaired.
First Family sent out their in-house repair person with pre-made fabric to recover. He did a terrible job leaving seats at different heights and severe wrinkles in the fabric that he stretched improperly. After complaining, Family Furniture agreed to send out out a private repair company. Their 2 repair people told us specifically that the first repair person (from Family Furniture) did a terrible job and that he had destroyed the original replacement fabric by stretching it improperly and that it could not be saved. They stated that new fabric would have to be ordered.
Since then, without any further repair attempt, Family Furniture has stated that the repair is complete and that they have no further obligation.

[NotGolfer]

In May 2017 we purchased a five piece reclining media set at a cost of $3865 from
Family Furniture Galleries, 8626 US Hwy 441, Leesburg, FL 34788. There were two misrepresentations made by Family Furniture sales staff.
First, we were assured by the sales representative and the sales manager that this manufacturer (El Ran) made the highest quality products. Second, we were sold a 5 year warranty that was represented as covering all perils to the fabric.
After only 3 years, the fabric began to separate, crack and split (photos available). When notifying the warranty company, we were informed that this was normal wear and tear and therefore not covered. I do not believe that almost $4000 of high quality furniture should disintegrate in this fashion in 3 years. Upon contacting the manufacturer, we were again told that only 3 years was the expected life of their product.
We then contacted Family Furniture directly for satisfaction. We were told that they had no responsibly but would give us a discounted price of $400 to re-cover the damaged products. We paid the $400 in advance but the items have never been satisfactorily repaired.
First Family sent out their in-house repair person with pre-made fabric to recover. He did a terrible job leaving seats at different heights and severe wrinkles in the fabric that he stretched improperly. After complaining, Family Furniture agreed to send out out a private repair company. Their 2 repair people told us specifically that the first repair person (from Family Furniture) did a terrible job and that he had destroyed the original replacement fabric by stretching it improperly and that it could not be saved. They stated that new fabric would have to be ordered.
Since then, without any further repair attempt, Family Furniture has stated that the repair is complete and that they have no further obligation.

I'm sorry you're dealing with this issue BUT that said...you probably shouldn't post your e-mail address publicly on-line.

[Marine1974]

Small claims court could be an Avenue you could take and represent yourself with pictures and paperwork. I believe the cost is around $200 to file . Don’t wait .

[NoMoSno]

Don't buy bonded leather.

[Indydealmaker]

Interesting because I had a SIMILAR but OPPOSITE experience with FAMILY FURNITURE just 2 months ago. I bought KNOWINGLY INEXPENSIVE (because we couldn't afford "the best" and knew from shopping around that a "motion" sofa and "motion" loveseat set for $3000 was far from "the best") furniture from them when we moved in here in Feb 2017. No matter what a salesman says should always be considered "puffing." The best furniture, the best tires, blah blah blah.

ANYWAY we also took out the useless warranty (knowing nomal wear and tear is never covered by any warranty) because there were LOTS of motors and switches and about 2 months ago the foam & filling on our 3 1/2 year old 2 reclining seats on the sofa collapsed (my wife is 95lbs and I am about 2x that). Called the warranty company and they to refused the repair because the fine print says it isn't covered. Had I spilled coffee on it, or tore it with a knife, or hemorrhaged on it it would have been covered (which was in the back of my mind after they declined).

Called Family Furniture and told them the warranty company wouldn't cover it so they immediately sent out their guy to check it out, they immediately ordered replacement foam & dacron filling and the day after the stuff came in had someone come out and repair it which required removal of the upholstery without a single attempt to ask for any payment (I was more than willing to pay for it and they knew it). The upholstery was "re-applied" perfectly as well.

2 similar experiences with 2 different outcomes. I'd buy from them again in a second. The furniture brand was "Southern Motion". Could it have been a different attitude in the approach to the dealer?

Family has dropped Southern Motion as has Babbetts.

[lisarenee523]

Small claims court could be an Avenue you could take and represent yourself with pictures and paperwork. I believe the cost is around $200 to file . Don’t wait .

I've been thinking about taking the owner of West Mattresses in Leesburg to court over false advertising, bait and switch, as well as lies and threatening text messages. Someone mentioned small claims court, but didn't want to deal with lawyers. If I wanted to take him myself, I would only pay $200 to file & take him to court?

[Luggage]

I never believe any salesperson and would rather look at reviews, secondly if 3 years is normal wear and tear, and it's not of the highest quality obviously unless you have 7-year-olds jumping up and down everyday and I would definitely consider a small claims court action, lastly how much did you pay for your warranty because that's probably how much you would get back from the retailer and then you'd probably have to also Sue the manufacturer which is easy enough to do in small claims court so at least you probably get back about 1,000 or 1500.

[Rwirish]

Bought from them 4 years ago. Sales and service afterwards has been outstanding.

[Rockyisle47]

We feel your pain. Our leather ElRan couch has separated leather at the head rest. No one will do a thing about it because it's out of warranty. I had no idea at the time of purchase that we were buying "bonded" leather. Nor did anyone explain the potential issues.
I'm in the process of creating head rest covers for the couch as the rest of it and the loveseat are fine.
When I tried last year to contact the furniture mfg in Canada they were shut down for Covid. Haven't bothered to try again, but you've spurred me on to at least attempt some kind of resolution.

[DAVES]

Small claims court could be an Avenue you could take and represent yourself with pictures and paperwork. I believe the cost is around $200 to file . Don’t wait .

Re: small claims court.
I've never used it in Florida. I have twice in another state. I won and collected. The collection is the hard part. In Florida the cost seems to be a percentage of the amount sued for. If, they insure that you collect it might make sense. Typically if your win a case in small claims few are able to collect.

Truth, when I did it, it was amusing. It was at night and so I did not lose time from work
and you get stuck there till your case comes up. The other cases were like watching the peoples court.

Be sure to read a book or two on how to do it. If, you are forced to go to small claims, the goal is to WIN not to be nice-it has already gone past that point.

[paulajr]

We bought a couch from Family Furniture…and because of the fabric, our 2 cats decided it was a scratching post, and almost destroyed the back of it. I remembered I had purchased the extended warranty..as it was a recliner sofa, so I called (3 years after purchase). They came, determined it could not be repaired, and ordered me a BRAND NEW sofa…free of charge.
Will always purchase from them!

[DAVES]

We feel your pain. Our leather ElRan couch has separated leather at the head rest. No one will do a thing about it because it's out of warranty. I had no idea at the time of purchase that we were buying "bonded" leather. Nor did anyone explain the potential issues.
I'm in the process of creating head rest covers for the couch as the rest of it and the loveseat are fine.
When I tried last year to contact the furniture mfg in Canada they were shut down for Covid. Haven't bothered to try again, but you've spurred me on to at least attempt some kind of resolution.

It is sadly normal business practice for many companies. When there is a problem the tactic is stall. Many people simply give up.

Covid 19 is the latest stall. Previously it was a computer error. Heck I remember in elementary school saying their dog chewed up their homework. NO IT WAS NOT ME.
The teacher, I don't recall what she said but knew we were all from the same housing development and there were no dogs allowed.

Old school, perhaps. A return receipt letter. You have proof it was delivered. You can for extra fees have restricted delivery a specific name. That can be a problem if the person is not in. A company you will likely get a rubber stamp. Even if they refuse the letter, legally it is still delivered and proof that you sent it. I'm not sure that is true of the less expensive priority mail. I've been wrestling with Florida government. Their STALL
in their records they show my letter received weeks after priority mail shows it delivered.
Also, amusing some fool sent me an e-mail showing they got my letter on a sunday.

[retiredguy123]

It is sadly normal business practice for many companies. When there is a problem the tactic is stall. Many people simply give up.

Covid 19 is the latest stall. Previously it was a computer error. Heck I remember in elementary school saying their dog chewed up their homework. NO IT WAS NOT ME.
The teacher, I don't recall what she said but knew we were all from the same housing development and there were no dogs allowed.

Old school, perhaps. A return receipt letter. You have proof it was delivered. You can for extra fees have restricted delivery a specific name. That can be a problem if the person is not in. A company you will likely get a rubber stamp. Even if they refuse the letter, legally it is still delivered and proof that you sent it. I'm not sure that is true of the less expensive priority mail. I've been wrestling with Florida government. Their STALL
in their records they show my letter received weeks after priority mail shows it delivered.
Also, amusing some fool sent me an e-mail showing they got my letter on a sunday.
I think corresponding by email is a better way to go. You have proof that the message was delivered, and proof of the contents of the message. When you mail a letter, you can only prove that a "letter" was delivered, but you can't prove what information it contained.

[butlerism]

Was it made of Naugahyde?

[RUCdaze]

I had the same problem with 'Relax in Comfort' on Canal Street here in The Villages, only I didn't have to pay for the warranty; it was offered for free as part of their sales pitch. I paid over $5,000. for what amounted to an air mattress that became concave in the center. Neither the store nor the manufacturer would stand behind their product. Ironically, buy from them and you WON'T Relax in Comfort.

[ProfessorDave]

Villages Furniture Outlet...
Call Nate.
Ashley Furniture and more - well below their sale price.
Indoor - outdoor - and he delivers - AND sets it up.
THE BEST!
352.497.0177

[ProfessorDave]

Another example of extended warranties in action and failing.

Sorry it happened to the OP

We had AWESOME experience with VillagesFurnitureOutlet.com
The quality is mostly Ashley.
Their prices are almost always lower than in-store purchases.
They don't charge for delivery - or even set up.
If you don't live hear yet - they consult with your over zoom - and - can have it all set up by time you move in!
I used to consult for Thomasville -- so know the industry.
We loved Nate!

[EdFNJ]

Family has dropped Southern Motion as has Babbetts. Babettes and Kent are listed on their site as dealers (but NOT Family Furniture) but when I bought it almost 4 years ago they were. In any case, Family Furniture took excellent care of me NOW despite the fact they seemingly don't carry it any longer :D

[JSR22]

We had AWESOME experience with VillagesFurnitureOutlet.com
The quality is mostly Ashley.
Their prices are almost always lower than in-store purchases.
They don't charge for delivery - or even set up.
If you don't live hear yet - they consult with your over zoom - and - can have it all set up by time you move in!
I used to consult for Thomasville -- so know the industry.
We loved Nate!

Are you getting commission? Too many posts about the same recommendation!