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Something Seems To Have Gone Very Wrong At Kanes-Furniture.

Read For Yourself, You Are Not Alone, They Treat Everyone Bad!

The Following Complaint Letters Are All From Late 2001 & 2002.

The First Two Letters Comes To Us From Kanes Themself Read This And You Start To Get A Feeling Of What's Really Important Over There At The "Junk Yard" A.K.A. Kanes-Furniture.

Hello,

My husband worked for Kane's for nearly 20 years. He has known of the horrors that go on in this company and all we can say is THANK GOD someone is finally bringing this to the attention of the public!! If you could only see what goes on at the Corporate Offices you'd wonder how the place has stayed in business for so long! My husband was never in a position to do anything about what went on, but he tried, Lord knows he tried.

Things were good at Kane's up until the owner of the company, Mr. Maurice Rothman, passed away several years ago. Mr. Rothman, or M.R. , as everyone called him, was a kind, generous and caring man. He built the business from the ground up in the late 40's and early 50's and he took pride in his company up until the day he died. If a customer wasn't happy M.R. was not happy and the problems were quickly resolved. He CARED about this business and took personal responsibility for customer satisfaction.

The place really began to go downhill when his righthand-man, IRWIN NOVACK took over the operations. (He is now the company president) Irwin is after one thing, and one thing only.. MONEY IN HIS POCKET. When he took over before M.R. died he hid all the "bad stuff" from M.R. When something DID get through you can bet that Mr. Rothman took care of it in the RIGHT way! Not so anymore. Irwin cares NOTHING for the customers and even LESS for the employees. He treats everyone like dirt. He does not care if you are unhappy with your furniture. Hell, he doesn't even care if you GET you furniture as long as he has your money! He refuses to take ANY calls from customers and I know of an employee who was fired for accidentally putting a customer through to his office. He just does NOT CARE! He treats employees like slaves and if you are not a "yes" man and kiss his butt you will find yourself out of a job, no matter how long you've been there. Kane's cannot keep any good people, especially managers because of how poorly they are treated. Most managers last less than 5 years and the turnover on other personnel is about 80%.

The is no consistency in the daily operations of the business except do what ever it takes to bring in the bucks. Selling shoddy furniture can be very profitable. Especially when you cut back on what any other company would consider normal operating expenses. Their trucks are in such disrepair that they are downright dangerous. The drivers are inexperienced and get very little training if any. The warehouse people are mostly temporaries and work for minimum wage. (Although we hear that they have risen the pay scale to slightly above minimum now). You think these people care bout your furniture? Think again.

When furniture is damaged either in shipping from the manufacturer or during the delivery process it is not sent back to the factory. Kane's will repair it, clean it or whatever, put it back in stock and sell it as new. This happens to OVER 50% of ALL the furniture!! Kane's tried charging the drivers for all damaged pieces but that still didn't work to keep damage low.

The delivery drivers couldn't care less. They are not paid a living wage and most cannot speak English and therefore cannot follow instructions given to them. The few good drivers that have been with Kane's for any length of time have given up caring. The BIG BOSS doesn't care so why should they? Kane's works their drivers more than is allowable by D.O.T. It is not unusual for them to be out making deliveries past MIDNIGHT! They only get paid on the dollar amount of the pieces that are actually delivered so they pack the trucks so much that it is nearly impossible to deliver everything on their trucks in one day. So the stuff goes back to the warehouse, is put back in stock then pulled again when the missed deliveries are rescheduled. These pieces are furniture are handled A LOT so it's inevitable that much of it will be damaged by the time it gets to the customer. Kane's KNOWS THIS AND THEY DON'T CARE!! So few of the customers make a stink that Irwin figures they can just go on with business as usual. HE DOES NOT CARE.

Kane's used to carry better furniture but there is more profit in the cheap stuff. They are still in business in spite of their horrendous customer service because more people just accept this CRAP than complain about it. Irwin Novack knows this. He does not care. Kane's Furniture Corp. pays him well. He lives in a million dollar home and drives a Porsche. This man who IS Kane's Furniture couldn't care less if you are happy as long as you don't make too much noise about it.

Oh, about those "SALES".... Kane's normally sells their products at about 50% below the MSRP. When they have a "sale" the price reflects the usual markdown and then maybe another 3%. Unfortunately, this is legal. Misleading but legal. Irwin is usually pretty careful about staying just above the law.

Nothing will ever change there unless more folks like you complain and COMPLAIN LOUDLY to the right people! I hope that the recent story on WESH Channel 2 Orlando will have an impact. KEEP SPREADING THE WORD!!

ps... My husband is not a "disgruntled" former employee. He left on good terms, well, as good as can be expected with a place like Kane's! We are consumers just like everyone else and HATE to see practices like these continue.

Thanks.

My Response To This Letter:

Guess That Pretty Much Confirms What I Have Been Trying To Say.......Do Your Self A Favor, Steer Clear Of Kanes-Furniture, Who Needs This Kind Of Aggravation? Life Is To Short. This Guy "Irwin" This Person Keeps Referring To, Sure Sounds Like A Big Giant HEMORRHOID!

2nd Letter From Kanes-Furniture

GLAD TO SEE THAT SOMEONE HAS THE FORTITUDE TO CREATE A WEB SITE THAT ALLOWS PEOPLE TO EXPRESS THEIR DISPLEASURE WITH KANES/SAVON FURNITURE AND THE WAY THEY DO BUSINESS.

I AM A FORMER SALESPERSON AND AM VERY FAMILIAR WITH THE WAY KANES DOES THINGS. AS IS MOST ORGANIZATIONS, THE PROBLEMS START FROM THE TOP. I NEVER MET IRWIN NOWAK, BUT AM VERY FAMILIAR WITH DOUG BRAVATA (THE VICE PRESIDENT) AND HIS WAY OF DOING THINGS. MR. BRAVATA HAS FEWER PEOPLE SKILLS THAN ANY ONE I EVER MET - AND THAT TAKES IN A LOT OF TERRITORY. SO, DON'T EXPECT TO GET ANY SATISFACTION TRYING TO RESOLVE PROBLEMS THROUGH HIM, OR MR. NOWAK, WHO HAS A CORPORATE "IRON CURTAIN" GUARDING HIM FROM THE COSTOMERS.

I CAREFULLY READ ALL OF THE LETTERS POSTED ON YOUR WEB SITE, AND AM INTIMATELY FAMILIAR WITH MOST OF THE PROBLEMS THAT ARE SO GRAPHICALLY DETAILED. THE BOTTOM LINE IS THAT KANES/SAVON DOES NOT CARE!!!

CERTAINLY, EVERY ONCE IN A WHILE A SQUEAKY WHEEL GETS A LITTLE GREASE, BUT, IN MOST INSTANCES, YOUR BEST BET TO GET STARTED DOWN A SATISFACTORY SOLUTION TO A PROBLEM IS TO CONTACT YOUR SALES PERSON EITHER BY PHONE OR, PREFERABLY, IN PERSON. MOST OF THE SALES PERSONNEL WILL GO TO BAT FOR YOU AND TRY TO HELP. THEY WANT SATISFIED CUSTOMERS BECAUSE THEY DO WORK VERY HARD AND, EQUALLY IMPORTANT, THEY DO NOT GET PAID UNTIL THE FURNITURE IS IN YOUR HOME IN SATISFACTORY CONDITION.

A WORD OF WARNING!! DO NOT, UNDER ANY CIRCUMSTANCES, BUY THE FABRIC PROTECTION. THE FABRIC PROTECTOR IS VIRTUALLY NEVER APPLIED TO THE FURNITURE SO ALL YOU ARE BUYING IS A WARRANTY THAT, IF YOU CAN STAND THE HASSLE IF YOU EVER HAVE TO USE IT, MAY BE HONORED. MOST FABRICS HAVE A STAIN GUARD TREATMENT APPLIED DURING MANUFACTURE AND MOST FABRICS, INCLUDING SYNTHETIC BLENDS, ETC. ARE RESISTANT TO STAINING IF THE SPILL IS PROMPTLY ATTENDED TO.

THE STAIN GUARD OR FABRIC PROTECTION ADD ON IS ONE OF THE MOST LUCRATIVE RACKETS IN RETAIL SALES. AS STATED, IT IS ALMOST NEVER DONE, AND THE PROFIT FAR OUTWEIGHS THE RISK.

KANES DEMANDS FROM THEIR SALES PEOPLE THAT THEY SELL FABRIC PROTECTION ON A MINIMUM OF 90% OF FABRIC FURNITURE SALES. (SOME OTHER COMPANIES REQUIRE AN EVEN HIGHER PERCENTAGE!!) REGARDLESS, AND I CANNOT STRESS THIS ENOUGH, IT IS NOT DONE. THE PROOF IS IN THE FACTS THAT ARE DESCRIBED IN LETTERS TO YOUR WEB SITE THAT STATE THAT THE CUSTOMERS FURNITURE WAS DELIVERED IN FACTORY WRAPPING. ALSO, IT IS JUST TOO LABOR INTENSIVE TO UNWRAP LITERALLY THOUSANDS OF PEICES OF FURNITURE EACH DELIVERY DAY, SPRAY THEM, LET THEM DRY, AND RE-WRAP THEM SIMILAR TO FACTORY CONDITION. SO, THE BOTTOM LINE IS THAT WHEN A CUSTOMER PURCHASES FABRIC PROTECTION, HE OR SHE HAS JUST CONTRIBUTED TO STORE AND CORPORATE MANAGERS SALARY AND SIZABLE BONUSES.

I WOULD LIKE TO SEE KANES CUSTOMERS WHO HAVE PURCHASED FABRIC PROTECTION WRITE TO THE FLORIDA DEPT. OF AGRICULTURE OR THE CONSUMER FRAUD SECTION OF THE STATE ATTORNEY GENERALS OFFICE AND ASK FOR A FULL INVESTIGATION. (WHEN I FOUND OUT THE TRUE FACTS REGARDING THE FABRIC PROTECTION I REFUSED TO SELL IT EXCEPT AS A WARRANTY AFTER CAREFULLY EXPLAINING TO THE CUSTOMER THAT IT WAS SIMPLY A WARRANTY - I WAS FIRED FOR THIS, BY THE WAY, AND I SUBMITTED A DETAILED REPORT ON THE FABRIC PROTECTION PROGRAM TO THE ATTORNEY GENERALS OFFICE.)

ALSO, ALLEGATIONS FROM KANES CUSTOMERS REGARDING DELIVERY OF DAMAGED FURNITURE AND RETURNED FURNITURE ARE TRUE. IN MY EXPERIENCE, THE SAME DAMAGED PEICES WERE DELIVERED SEVERAL TIMES TO THE SAME CUSTOMER. IN SEVERAL INSTANCES THIS WAS PROVEN BECAUSE THE CUSTOMER MARKED THE DAMAGED PEICE BEFORE IT WENT BACK ON THE TRUCK. THIS PRACTICE OF DELIVERING KNOWINGLY DAMAGED MERCHANDISE IS INDEFENSIBLE, BUT KANES CONTINUED TO DO IT UNTIL I LEFT IN MAY OF 2001 AND PROBABLY CONTINUES TO THIS DAY.

THERE IS OBVIOUSLY NO EXCUSE FOR RUDE DRIVERS, STORE MANAGERS, OFFICE PERSONNEL, ETC., BUT THESE FAULTS ARE WELL KNOWN TO CORPORATE MANAGEMENT AND THEY DO NOTHING ABOUT IT AND, IN FACT, SEEM TO ENCOURAGE IT. AN EMULATION OF DOUG BRAVATAS' LACK OF PEOPLE SKILLS, NO DOUBT.

THERE ARE MANY FINE EMPLOYEES AT KANES, BOTH ON THE SALES FLOOR AND IN THE OFFICES, BUT THEY CANNOT MAKE CORPORATE DECISIONS AND, IN FACT, CORPORATE COULD CARE LESS WHAT THEY THINK.

KEEP UP THE GOOD WORK WITH YOUR WEB SITE. MAYBE THE OWNERS OF THE STORES WILL FINALLY GET THE WORD AND ROOT OUT THOSE CORPORATE CLOWNS WHO ONLY THINK OF THEIR OWN BANK ACCOUNT AND CARE NOTHING AT ALL FOR THE CONSUMER. IT IS EITHER THAT OR GO BROKE. I, FOR ONE, AM COMPLETELY FED UP WITH THE WAY THEY DO BUSINESS AND WOULD HOPE FOR THE LATER, EXCEPT THAT MANY GOOD PEOPLE WOULD LOSE THEIR JOBS.

ONE NOTE, PLEASE DO NOT USE MY NAME. MY NAME DOES, HOWEVER, APPEAR ON THE HEADER TO THIS E-MAIL AND IF YOU, OR ANY OTHER READER, NEEDS A NOTORIZED AFFIDAVIT OF THE ALLEGATIONS REGARDING KANES FABRIC PROTECTION WARRANTIES, I WILL BE MORE THAN HAPPY TO PROVIDE SAME.

A FORMER EMPLOYEE

My Response To This Letter:

This Is, So Like Kanes-Furniture. What Ever You Do, Don't Get Talked Into That Phony STAIN GUARD OR FABRIC PROTECTION Crap & If You Have, Well, You Might Want To Call Kanes Up And Insist On A Credit Of Some Kind, As You Can Read For Yourself The "STAIN GUARD OR FABRIC PROTECTION" Is A Lie And Was/Is Never Applied To Any Furniture Whatsoever! Sure Sounds Like This Guy "Doug" This Former Employee Keeps Referring To, Is Trying His Best To Following "Irwin's" Footsteps In Being A Big HEMORRHOID! They Must Be Related!

 

Letter # 2 Recieved From Debbie

Dear Sir:

I have just finished reading about the horror that you went through with
Kanes. My husband and I spent about $5000.00 on furniture when we moved here
10 years ago. At that time delivery would have been 2 weeks away so my
husband and some friends went to pick up the furniture themselves,so I did
not have the horror you experienced with the driver. However I can tell you
I was very disappointed with the quality of the furniture. We had purchased
a black lacquer bedroom set and dining room set. When we got the furniture
home the black veneer was pulling away from the base of the legs on the
dining room set. The same things was happening on the dresser and headboard
of the bedroom set. The living room set although not stained was ripped in
the back and the stitching was very loose on the cushions. I also got no
where with the customer service at that store, and I had to live with that
"shit" as the driver described to you for many years. Thank you for your
website maybe now Kane's will not be able to get away with selling poor
quality furniture. I hope you can contact channel 8, and they can do
something to stop this. I'm quite sure you and I are not the only one's to
have experienced this horror.

Debbie

 

Letter # 3 Recieved From Bob

Dear Sir,
I just read your website. Yes they got me too. About 3 years ago when i
came from New York to attend USF. I am in pre med. Anyway, I was on a budget
but as a going away to school presant my parents bought me a living room and
bed room furniture from Kanes. When the driver delivered the furniture me
and my mother could smell alcohol on his breath and he banged up every wall
in every room in the apt. getting the furniture into the rooms. he broke one
of the lamps my grandmother gave me. it could never be replaced. After
inspecting the furniture when the drunk kanes delivery driver left, we found
2 drawers in the dresser broken, i call the store and spoke to a manager
named Tom or Jim, i cant remember, but it was one of those two names, he
said he would get back to me, that was over 3 years ago & im still waiting.
every time i would call they would give me the run around, or say he was not
in and they would take a message, i bet the girl that answered the phone at
kanes furniture never took the time to write down the message or phone #.
who knows, i am sure about one thing, i wish i shopped somewhere else for my
new furniture. Live and learn.

Thanks, Bob.

 

Letter # 4 From Mike

Hi,
Was On USF BB. Man this is wierd, same thing happend to me, sane store. I cant remember the managers name I talked to but the two recliners that i bought were junk, one of them was all fucked up, when you would grab the handle to recline it to bring it back in to get up, my room mate would have to kick it to get it to close with me yanking on the handle like my life depended on it. It was like that from day one, the manager told me to oil it, i did and it stained my carpet and lost my deposit at the apt. complex over it. I that piece of junk recliner cost me $700 in losing me deposit. They only care about getting your money, and dont stand behind there Product. You go get them.

 

Letter # 5 From Kanes

Sir, your nightmare is familiar from companies I have dealt with in the
past. I am an ex-patron of Kane's Furniture not from poor service by no
means, but from the lack of needing additional furniture. The nightmare I am
referring to are to companies I choose not to name for the simple fact I was
their intolerable customer.
Yes, the delivery man story sounds all to common, but with a few exceptions.
After delivering furniture all day to ungrateful tired of waiting customers,
choice
of words can accidentally be heard. Keep in mind Sir, this driver listens to
complaints all day long and of course he selected your furniture to damage,
soil and yes he probably even considered it feces. But I believe that is not
even an issue at this point since the delivery man doesn't have your
$2000.00. As I relate to my own nightmare here and look back, my posture,
tone, look and even a mumble myself may have added to some choice words
coming from delivery men. They had my furniture and I was mad....make me
wait!!!!Who do they think they are....
I can relate to the store manager nightmare scenario. "All Sales Are Final"
and "Its yours now" and "You are stuck with it." Well, Sir, as I carry you
down my nightmare memory lane, a remark to this store manager would have been
something like "I will just set this furniture out in the yard." But of
course no one would actually do that after spending the money, as you
know..... One little call to the main office is usually all that is
necessary. Sure hate I waited until I am a senior citizen to realize the calm
professional approach works every time. I really felt empowerment when I was
shouting and giving orders. I feel your apathy Sir. Also, the very nerve of
being hung up on, when in my memory nightmare, I am sure I would have been
calm and waiting for replacement of
furniture. Who does this store think they are dealing with after spending
$2000.00 to go in my $200,000.00 home. Oh by the way, what was the reaction
of your guest? Yes, I swayed off the issue here for a moment and now onward
with my nightmare...
Fortunately for me, I never received guest at my house due to my arrogance,
temper and condescending talk and now I don't have to worry about it...No one
comes to visit, but I have nice furniture.
Oh yes Sir, the lady named Betty, Barbara, Bootsie, Blondie, they are
usually all alike. The ones that handle everything, from disgruntled
customers to foul and abusive ones. I certainly relate here Sir, if she
knew this driver was a problem, why didn't she say "He used a poor choice of
words" or did she. You know Sir, I am feeling our bond here, how dare this
store.
Oh Sir, may I mention that on your hyperlink on the bottom of your well
designed site, on Lazyboy when it is selected and then select Dealer Locator
and when I put my zip code in, you are giving advertising to Kane's
Furniture. Just thought I would toss that out.
Well, Sir, now that I have taken you down my nightmare memory lane and can
relate to your nightmare as I was once an intolerable, abusive, foul and
disgruntled customer to so many companies. Sir, if you feel some of my
nightmare relates to yours, perhaps I was in the store at the same time as
the Mrs or perhaps I am the neighbor in your $200,000.00 neighborhood or even
a customer of yours, but one thing I am not is associated with Kanes
Furniture.
What I do see in this website is aggressive behavior and from the letters
written with very descriptive language, (some words I think I may have made
up myself years earlier), it is unbelievable that Kanes Furniture hung up on
or stated the remarks on this website without cause. Just calm down Sir,
life is very short for us senior citizens and perhaps review with the MRS.
the actual events, perhaps you will find some different facts. Its a good
thing Kanes is a furniture store and not a medical facility, at least there
were no loss of lives here and the family is well. Perhaps even Kanes will
set your nightmare right.
On my last note to you Sir, If you would have given me the money
you spent to the hosting company and Domain Name registration and
not go to Goodwill, I would have given you my living room suit and then
I could have purchased new furniture from Kanes.
Vgirlweezy (Please feel free to post my email.)

 

MY Response To Vgirlweezy (Kanes)

I Guess Your Sleeping In Bed With Them, Or You Have Been Shit On So Many
Times You Now Have Shit On Your Brains. I Really Like The Part About Your Letter
When You Say "it is unbelievable that Kanes Furniture hung up on
or stated the remarks on this website without cause." I Had No Idea You Were
On The Other Line Listing? The Reason That Some Of Those Letters Sound The
Way They Do Is I Wanted To Stick My Big Toe In The Water To See What Kind Of
Response I Would Get (better than i thought), Thats Why I Only Listed The
Domain Name On A USF Bulletin Board First, So Far Its Just A Bunch Of
Collage Kids Responding, Still There Choice Of Words To Describe A Nightmare
They Had With Kanes Is Not The Best But You Can Thro It Up In The Air Any
Way You Want, Its Still Going To Hit The Ground The Same Way, They Got
Ripped Off By Kanes And Treated Very Poorly...Do You Think I Went To This Extreme Because I Was
Treated Properly And Not Ripped-Off ?
Get Real, While Spending My Hard Earned Money There? I'm Going To
Start Listing This Domain Name In Every Search Engine In The World, Plus I'm
Running An Ad Every Other Week In The Tampa Tribune Under Furniture For Sale
Reading: Affordable New Furniture Only At www.kanes-furniture.net Lets See
What Kind Of Response I Get When I Go Nation Wide With This Complaint,
Should Be Interesting. Huh. And YOUR Timing Could Not Have Been Better Right
Before The Holidays & XMAS. This Could Turn Out To Be The Next Fire Stone
Disaster. Here Today Gone Over Night. I'm Going To Use My Skill And
Knowledge With The Internet To Expose The Truth About Kanes And There Very, Very Poor Business
Practices. You Sir Have Any Kind Of Day You Want, Mine Is Looking Better
Already :)

Letter # 6 From Jill

Hello Manny11,
I did read and see your site, I would have been upset to say the least. I have never bought anything from Kanes, but after reading your stories and seeing the pictures I will steer clear of them, I will pass the word on all over campus about your web site, very informative...I wish there were more people in the world like yourself to warn the public about business like Kanes...Keep up the good work. Jill.

 

MY Response To Jill

Compliments will get you every where, my dear...Thanks for your support!

 

Letter # 7 From B.

Dear Sir,
Alot of bashing on your web page, it sounds warranted, but can you do that? Please respond if you will, thanks. B.

 

MY Response To B.

B. The Internet Is Like The Wild Wild West Out There. I Am Protected By The 1st Amendment Of The Bill Of Rights Under The Constitution Of The United States, And Last Time I Checked, There Was No Law Against Telling The Truth. Good Question. Better Answer. Thanks.

 

Letter # 8 From Kristen

I hope your website serves as a warning to many. If I had seen it earlier, I certainly would have made some alternate decisions.

We had a very pleasant experience with Kanes on Highway 50 in Orlando in January of 2001. We ordered a dining room table and 4 chairs for $600, and the delivery arrived on the scheduled date, relatively on time, and in tact. Encouraged, we decided to place an order for a living room set.

We were interested in the Dubot Khaki colection, which used to be located upstairs in the "Budget" section. The set was consistently listed for about $1300 despite the current 'sale', but as we thought that to be a reasonable price we didn't let the tiny (seeming) bit of misrepresentation (fraud?) bother us. We were moving into our first post-college apartment, and would be leaving our hand-me-down furniture behind. We ordered the set from the same store on 50 in Orlando where we had previously had such a good experience. Sounds like we were just lucky. This time, we had to sit through several repeats of the virtues of 'Kane Guard', their warranted fabric protector. I would rather have my furniture treated by people who will come out and clean it later, like Stanley Steemer or the like, so we repeatedly declined the upgrade. We had to watch them demonstrate over and over with coffee and grape juice, and the salesman eventually told us that we would be wasting our money on the furniture if we didn't protect it. That should have been our first clue.

So now comes the fateful time-- "Is the furniture in stock?" Of course not. It will be four weeks until the furniture is in stock, but it wil be delivered shortly thereafter. Stanley (the salesman)writes an estimated delivery date on the receipt, and we leave the store.

I'm sure you all know what happens next. The furniture never arrives. Phone calls go unreturned, first by Stanley, then by the store manager (whose name my memory seems to have repressed). As time passes, we pick up a beautiful, albeit slightly damaged, Natuzzi leather sofa with 2 end recliners for under $500 at the RTG outlet in Altamonte Springs. We have waited long enough for Kanes to come through, and now the Refund Nightmare commences. Because we had decided to put the bulk of the furniture purchase on my Kane's credit card (an aquisition that I am now sorely regretting, especially since you cannot make payments in person, on the phone, or on the Web-- all payments have to be mailed in. Archaic.), we had only paid cash for a small amount up front, equal I belive to tax, delivery, and some random fees. To get this amount, which was less than $200, refunded was nearly an exercise in futility. It took a drive from our new home in Melbourne to the Orlando store and an in person visit with the manager in order to get the refund process started. It took more than 6 weeks before the refund was actually credited to the account, even though the manager had supposedly put it through himself. The manager was horribly rude. We had to wait in line outside his office to yell at him. Others had beaten us to him that night. He never offered us a seat in his office, and stood through almost our entire conversation. At first he was reluctant to cancel the order, and even more reluctant to refund our money. We were very resonable, suggesting that we might take the floor model at a lower price, or select something of greater value for the price we had already paid in exchange for having already waited upwards of 10 weeks for our furniture to be delivered. We were quite confident that the markup on the original furniture was high enough that they would not be losing money on an upgraded replacement. The manager had no interest in seeing us leave satisfied.

There is no sense in the comments that the managers and hourly employees of this company are merely pawns in the game and cannot be held responsible for the company's policies or their own attitudes. I work in the hotel industry, and it is very important that everyone who work for me be responsive to our guests. It is also vitally important that even if theu guest disagrees with a policy where we have little or no flexibility, the employee must be endlessly polite, tolerant, and patient in explaining this to the guest, and then escalate the complaint to a manager as soon as they feel it is necessary. There is no excuse for rudeness, period. If they disagree with Kane's corporate policies and are tired of being beat up by angry cuctomers, they should leave the store. There is definitely such a thing as guilt by association, and the top management and executives of Kane's cannot pay the note on the muliti-million dollar homes without hourly employees in the warehouses, behind the service desks, and on the sales floors.

 

Letter # 9 From Sims

This Is A Response To Vgirlweezy,
You Can Come Up With A Million Excuses For The Way This Couple Was Treated, The Bottom Line Is Furniture Stores Are a Dime A Dozen, What Ever Happened To Thoughtful Courteous And Friendly Service? Standing Behind Your Product After The Sale? The Customers Always Right? You Are Obviously An Employee Of Kanes...Now Go Get Some Tissue And Wipe That Brown Fecal Matter Off Your Nose. Its Not To Late To Jump Ship, And Its Sinking Fast..Your Day Is Almost Here. Look Out. Sims.

 

MY Response To Sims

I Thought I Was The Only One That Capped Every Letter In A Sentence When Upset? Very Well Said. Thanks, I Picked Up On That Brown Nosing Employee Too...Thanks.

 

Letter # 10 From Kim

This is a recount of my experience at Kanes Furniture
On 13th, May, 2000, I bought bedroom and living-room furniture at Kanes Furniture. The delivery date was set for May 26th.
On request, the sales person, Jim (don't recall the last name), doublechecked and assured me that ALL the items, comprising the order, were in inventory. When the order arrived on the 26th, the bed-rails, sofa and three tables were missing. In addition to this, the people who delivered it were clueless when it came to fixing the dining chairs and dressing table together. To top it all, one of the dining chair cushions was dirty and stained. The store did not bother to call up and follow up on the missing items. After three days of persistent calling, I was informed on May 29th that I would receive the remaining items on Friday (June, 2).
Two days later, May 31st, I was informed that most items were on backorder and weren't expected until August.
When I threatened to return the goods, the store replied back in 15 minutes, the fastest turnaround time i have seen in this entire episode, and informed me that i would receive it as decided on Friday. Unfortunately, the store missed out on the cushion that i had asked to be replaced. They offered to replace it with an item on display. That's not what i wanted or bought (did not match). When I threatened, the store called back in 20 minutes mentioning that the cushion would be delivered from the Kanes Furniture close to where I live. It took me a couple of weeks and a lot of calls to get it delivered. This has been the sloppiest service, bordering on nightmarish, that I have ever received. Everything went hunky-dory until the sale was effected, but the store has a "not-you-again" attitude when it comes to delivering the goods. The dirty cushion raises doubts about the quality of the furniture that I have received, though I shall, for the time being, grant you the benefit of doubt. The store employees and store manager, that I have been interfacing with, are inept, supine and unsuitable candidates for customer service. Heck, they haven't even apologized once for this colossal waste of time and the mental harassment.I have been inconvenienced greatly at a time when I had a (demanding) client deadline and a scheduled move to the bay area on June 30th.

As a result of this experience I definitely will not use Kanes Furniture again.

Kim.

 

Letter # 11 From Sid

Dear Sir,

Looks aren't everything! My wife recently bought some furniture from Kanes Furniture. When it was delivered the dresser was falling apart. This wasn't damage in shipping - but poor manufacturing. We called the store manager at the Kanes store in Tampa Florida. He said we could have it repaired or exchange it. I told him that we would look for alternatives at the store but that if this was the quality of furniture we could afford from Kanes then we would just prefer to have our money back. I didn't want the furniture that we got repaired because we felt it was just going to fall apart again. He said we could not have our money back. "That's not our policy" he said. I disputed this because the delivery paper we signed said report all damages within 72 hours Well, ours did not arrive in good condition It arrived in damage condation and it had only been one day .The manager went on to say that I just wasn't happy with the furniture my wife selected. In disbelief that he said this I lost my temper. I told him that the factors she considered -- aesthetics (how it "looked") and price (what we could afford) were perfectly acceptable. I told him she shouldn't have to be looking at the integrity of construction -- especially at a store like Kanes Furniture. (I mean after all, not everyone is expected to be a carpenter) I got nowhere with the manager's attitude about our situation. We currently have nice looking but cheaply constructed and falling apart furniture on our hands and lack of concern -- at least from one store of Kanes Furniture. If you're lured into their store by their adds showing nice looking furniture at low prices, bring a carpenter and realize you can't return it once its delivered.

Sid.

Letter # 12 From Maw

I purchased new furniture from Kanes Furniture in November of 1999. I paid cash over $1,000.00. For me that is a large amount of money. Last weekend, I noticed that the arm was broken. I called to have it fixed. After 2 calls, a repairman came to my house and told me that the arm was made of cardboard and very flimsy. He stated, "it breaks very easily". When this furniture was purchased, I asked if it had a wooden frame. I was told yes. Naturally, I assumed that the arm, which can be a weight bearing part was made of wood. I am not an abuser but I am at an age that occasionally I need to lean on something to get up. At this point, my boyfriend entered the room and told the repairman that we wanted a replacement. He stated that he would fix it his way and we would have to accept it. At that point, my boyfriend asked him to leave our house. When talking with the furniture manager at the Kanes Store, he said that they would not fix it because WE abused the repairman. I am filing a complaint in small claims court tomorrow. Kanes Furniture misrepresented the merchandise and will not stand behind the goods they sell. I feel violated because they have not done anything they said they would. What I want out of this is my money back. I am in my 50's and can only get a part time job, so that amount of money is important to me. If they won't give me my money back, I would like them to put wood in the arms. They would have to take the arm off to put in new cardboard, so why can't they put in a piece of wood? I will even supply the wood.

Thank you for listening, Maw.

 

Letter # 13 From John

Can I make a complaint here against Monkey Wards? Thanks, John.

MY Response To John

No, Start Your Own Fan Mail Page For Monkey Wards.

 

Letter # 14 From Kim

I am so glad someone isn't just taking rotten service anymore. I am a
housewife whose husband gets transferred a lot. Since we are always moving
I'm always selling furniture then I'll buy new for my new house. I have
gotten sick of all the stores and now I'm an avid catalog shopper. Going
shopping use to be a favorite pass time but anymore it is nothing but a
nightmare. Speigel catalog is my favorite store to shop with now. Great
customer services, no questions asked on returns and they also sell
furniture. Some of the best quality that I've ever owned. I'm looking for
furniture now and read your ad in the Tampa Tribune. Great ad!!! I guess I
had better open up the catalogs. I haven't heard anything good about any
other furniture stores in the Tampa area either. It's time we demand better
service and competent people respecting the customers who are paying their
salaries. No customers, means no sales, which mean no stores. People are
never worried about that happening to them but if enough people ban together
we can all make it happen. You have all my support.
Good Luck !!!

Letter # 15 From Art

Let me start by saying I am not a difficult person to deal with, I am a financial professional in our community and have been in the financial services industry for almost 40 years. Most of this has been in a managerial position. Kane's has 14 stores in Florida and has been in business for years and I have been told by several people that they have always had poor customer relations. After looking for a dining room set for about 3 weeks, we went to Kane's to order it on July 15, 2000. The following is a summary of the experience we had trying to spend money at this store.

July 15 (Sat) Ordered Table, 6 chairs, and China Cabinet Salesmen Mike Wiese checked the computer and said, "We are in luck, all of it is in stock." He said it would be delivered the following Thursday (7/20).
He then tried to sell me a warranty on the fabric on the chairs at $10 per chair, told him no, all I wanted was the furniture. I was very specific. When he brought me the sales contract he had added $10 under each chair. I told him I did not want the warranty and he said he misunderstood me I told him to take it off. We then had a women try to sell it again and I told her no. Mike then came back and tried to sell it again.
Mike redid the contract and when I reviewed it he had added a delivery charge of $50.00 that he had not told us about. We finally got the contract right and I left. Mike told me I would get a call a day or two ahead to schedule the time for delivery.
July 19 (Wed) About 6:00,I did not get a call on Tuesday or today so I called the store. Lady there said it was scheduled for first thing the next day. I tried to move it because of a conflict and they would only do that if I paid an additional $50 delivery fee. She said the extra charge was because I had given them too short a notice of a change of delivery date. I reminded her that we had gotten no notice at all, but she said we would have to pay the $50 anyway. I agreed to meet truck at the house on Thurs 7/20.
July20 (Thu) 9:15 AM Driver asked for a check for the balance owed. I told him I had that for him but wanted to inspect the furniture first. He then told me the china cabinet was not on the truck. I asked why and he said it was not in stock but should be the following week, he thought. He called someone to get permission to collect less money. While he was on the phone, I decided that I would not take any furniture until it all was in. I told driver this and they left.
July 20 11:00AM, Called corporate office, switchboard (Joanne) refused to put me through to Pres. Office. She said she was instructed that no customer could be put through to President's office. She took a message and a Jennifer called me back. Jennifer said she was the Cust Serv Mgr. When I told her about the high-pressure sales on the warranty, she assured me that was not normal. She told me that the cabinet had been out of stock since July 1 and was not expected to be in till the end of Aug or maybe early Sept. I offered to take a piece off the showroom but she said no. I asked for my money back and she said she would have to wait for my check to clear my bank. I told her it had cleared already and she promised to mail a check the next day, Friday. She refused to mail it today.
July 24 (Mon) NO CHECK. Called corp. office and asked for President was refused but did get to leave a voice mail for his asst, Michelle. Left message for her at 4:08PM. Called back and left voice message for Jennifer at 4:40PM and again at 4:55. Left voice message for Michelle at 5:05. Called and held for about 30 min and operator put me thru without telling me to a lady by the name of Jackie, she said she was in personnel and operator didn't know what to do with me so she got the call. She suggested I call Patti Grace the Store Manager. I did and went through several questions before I was allowed to talk with her. Told her of my experience with pressure to purchase warranty, she said she was glad I told her of this because that meant that the sales people were following her instructions. She promised to check on this and call me Tues morning. Told her if not resolved, I planned on picketing the store, she said go ahead. Gave her Office and Home phone numbers.
July 25 (Tue) Approx 3:30, NO CALL BACK from anyone. Called my attorney and asked him to call. He called for Patty Grace. Left a message for her to call.
July 27 (Thu) NO CALL BACK to attorney or myself. Picketed from 4:30 to 9:00 Shortly after I started picketing, Jennifer called house and spoke with wife about 5:50PM, said she didn't know where check was and she had mailed it on Monday (not Friday as she promised) Talked to couple that came out of store. They have had same problem but for $1,900. and have been trying for 2 months to get money or furniture. They stayed home for 6 diff delivery times and still don't have all the furniture. Six deliveries for a five-piece bedroom set, what a waste of time and money.
July 28 (Fri), 2nd day of picketing, man from store said he was store Operations Mgr and check was being delivered to store for me on Saturday. 3 more people told me of the same type problems 2 going back to early May.
July 29 (Sat) icketed today and now up to 10 people who have had problems. One lady called the Sheriff to witness what they told her about her refund. There were 3 diff people in store at the same time trying to get their furniture or money back. Was approached by women and two men from the store. I assumed the woman was the store manager, but she did not say and she was very unprofessional. And somewhat juvenile. One of the men was the Oper. Manager and when I asked where my check was he said he had told me it was coming on Monday and he said, "That's your trouble you have selective hearing" The other man was around when I bought the furniture. I believe him to be like a floor manager. He is big and he called me a liar and said he was there when I told the salesman I wanted the warranty. HE WAS NOT THERE and I never told the salesman I wanted the warranty. He also said "I KNEW YOU WERE AN ASS AS SOON AS I SAW YOU." I said I had contacted the TV stations and he said, "What can they do, we are a billion dollar company". I went home a little after 8 and called the Sheriff and put this incident on record.
July 30 (Sun) Rain. Did not picket. Got list of all the Chambers where Kane's has stores and wrote emails to them.
July 31 (Mon) Got a message from the store that my check was there. Went by with the Sheriff and got the check. Check is dated the Friday (7/21) that it was originally was to be mailed. Wonder what happened to it since it was mailed on the following Monday according to what Jennifer told my wife on 7/29.

All in all this was a terrible experience and I keep thinking of the others who have not gotten resolution yet and the ones to come in the future. But what can you expect from a business whose president has forgotten the customer is the one paying his salary. Thank goodness I did not accept partial delivery as many others did or I might be fighting for months to get the rest. I believe that if an attempt were made many customers would come forward with stories like mine.

Letter # 16 From lojocues 

Thank you for sharing your experience with us. It really made us glad that we walked out of their store today very disappointed. Let me explain.

I have wanted to buy a new livingroom set for 5 years now. So this year we decided to bite the bullet and buy one. All day yesterday we visited every furniture store that was openned on route 19 from Brooksville to Palm Harbor. We stopped at Kanes furniture and found a livingroom set that was a little out of our budget but I absolutely loved. Today 01/01/01 we took a piece of carpeting with us and again ventured out to Kane's Furniture in New Port Richey. The carpet matched the livingroom set that we loved. In talking to the salesperson (I will not name his name), off and on, (he was dealing with several customers at the same time) we decided that we would stretch our budget and purchase 4 out of the 5 pieces in the group. (We had no use for the second end table in the group.) After the salesperson put the figures together it came out $79.00 more than what we thought should have been deducted from the total price. You see Kane's list seperately all the pieces in the group with there prices. The price on the end table was $199.99 but because we were not buying 5 pieces they would only deduct $120.99 from the package. My argument is that the selling price on the list right in front of us, was $199.99. If I was to walk in the store and want to buy the same table they would charge me $199.99. After many back and forth conversations, I told the salesperson that if he wanted to make the deal they would have to deduct $199.99 from the cost of the grouping and to present this to his salesmanager. He left us for awhile and when he returned he had the nerve to tell me that I was ruining his new year! I quickly turned that around and said to him "what about me". "Do you know how I feel?" He quickly left. When he returned he came back with an offer of free deliver which is normally a $50.00 charge another surprise that was not mentioned before this time. They have a nerve charging for delivery after a customer pays over $2,000.00 for furniture. I told him that I didn't want to play his game and that their advertising in the store is very misleading. We walked out!

Because of your website, I am very happy that we took the position we did today. I will find the livingroom set that I loved somewhere else with a reputable furniture store

Thanks for you insight
lojocues

 

Letter # 17 From Jimbo

Kanes is horrible. 1st, they don't even have a web site. Second, once we finally ordered our matching leather couch and loveseat from from them, they had to come back to our house 3 different times to replace the loveseat so that the color matched the couch. They argued over it over and over and finally after escalating to the Regional Mgr. they finally decided to own up to their responsibility and replace the 4,000 loveseat couch set altogether. They suck!

 

Letter # 18 From DISSATISFIED

I ORDERED FURNITURE FROM KANES IN CLEARWATER EIGHTS WEEKS AGO. THE FIRST SHIPMENT WAS BADLY DAMAGED. THERE HAVE BEEN MANY BROKEN PROMISES IN REFERENCE TO DELIVERY DATE. CUSTOMER SERVICE IS IMPOSSIBLE TO REACH. I WILL NEVER SHOP THERE AGAIN, NOR WILL I RECCOMEND KANES TO ANYONE I KNOW

 

Letter # 19 From Felix

On September 10, 2000 my wife and I bought a 5 pice dinning room set plus a china chest. Delivery of table and chairs, scheduled for the next Sept 13. The china chest will be in two weeks. On delivery day table's pedestal came broken, also two of the chairs. We refused the merchandise (we retained the 2 good chairs) We call the store, not a single word of apology for what happened, just "it will be redelivered on Sep 16" The next day, I went personally to the store and talked to the salesman. A nice young man, that showed to be understanding our feelings. He requested for the redelivery the furniture to be "open and inspected before delivery" in order to make it sure that this time would every thing would be satisfactory.

The delivery people, woke us up this morning at 6:15am (today is Saturday), to tell us they will be at our house between 8 and 9:30am. They were knocking at the door at 7:20 pm. And guess what? I happened again The table cama in broken again and the two chairs did not match the other two. The situation is that we still do not have our dining room furniture. We are going to have an Aniversary party tonight and have no furniture to serve the refreshments. All thanks to your wanderfull service. By the way my check was cashed all rigth.

 

Letter # 20 From Catheryn

Do not ever use a Kanes Furniture Store credit card. I paid off my furniture, and they reported me to a credit agency. I had it contested and it was removed immediately because they do not keep adequate records of anything AND because I PAID the damn thing on time! The WORST customer service reps. (if you can call them that) more like Customer DISservice reps.! NEVER again. You get what you pay for. I'll spend the extra $$$ for good quality service and good product.

 

Letter # 21 From Robert

Well, I might add one Kanes story!

I have been looking for one particular type of sofa, a type of bed. I found one at Kane's in September - but it was too expensive for what was - maybe I should wait until it was on sale?

I was about to take a picture of it with my digital camera to send to my wife who was currently in Sweden - I mean, what man, in his right mind, would purchase a sofa without first showing it to his wife! But, "Oh No! That wasn't allowed! No pictures PLEASE!" - OK. do you have a picture for me to send to her? "No, we don't. But you cannot take pictures. SIR! It is against our policy!" (I felt like a non-Moslem who had tried to enter the Holy city of Mecca! - such sacrilege)

Well, it being against MY policy not to buy a sofa which can't be photographed, I left the store after stating MY policy. I mean, it was just a $400 piece of furniture - not like it was designed by Dior, Versace or someone!

But, OK. I swallowed my pride a month or so later when there was a "sale". There it was again - the same sofa - the "regular price" had been marked UP about 15%
And, of course "reduced" with about the same price. At this point I began to understand the methods used but have returned to the store in Melbourne, Florida just to update my price list. Since then there have been many sales - Thanksgiving, Clearance, Christmas, after Christmas, New Years and now "Twice a year Clearance" (with discounts of "up to 50%"). And do you know what? The same sofa - at the same price -with different price tags each time - oh, maybe about $12 variation the whole time bith úp and down, but basically the same.

So, apparently I have a problem with the English language. I didn't realize that "ON sale" and "FOR sale" are synonyms, in that there doesn't seem to be any price difference. Apparently my mathematics is flawed too, in that percentual discounts seem always to result in the same prices in the end!

Now I at least understand their policy of "no pictures". No pictures = no evidence!

But, OK, I am learning. Judging from the other letters you have received, "ON sale" and/or "FOR sales" at Kane's probably also means "BAD sale"

And DO NOT BELIEVE the old "On Sale" scam! If they already try to fool you BEFORE you are a customer - what will they do later on!

 

Letter # 22 From Leah

Thank you for this website! If more people like you took action and spread
the word about these horrid businesses, we'd all be a lot better off. I just
purchased a home in the Orlando area and was looking to buy a living room
set. Because of your site, I didn't even stop to look at Kanes. I'm going
to send a link to your site to everyone I know in the Central Florida area.
I don't want my friends and family to be screwed by Kanes.

 

Letter # 23 From Daryl

Gonzo,
I have to thank you and others for your stories. One more family you
have saved. I have just gotten married, and my wife and I were looking to
buy a new bedroom and living room set. We are not super wealthy as most
couples, but figured a $2,000 to $4,000 investment would be worthwhile since
it should last for many years. There is no way I would ever walk in that
store now. Obviously, the only way they have stayed in business with this
kind of customer service is from little overhead (poor labor and work
materials). I am in the process of making my first web page, and your link
is going right on it. Thanks Again!

 

Letter # 24 From Gerry

Reading your nightmare was deja vu for me and my wife. About 12 years ago
(1988) we were at the Tampa Kane's store and bought a complete living room
set and a complete bedroom set for our daughter. We too were told that
evey item was in stock and would be delivered entirely a few days later. A
few days later we met the delivery truck in front of the house and the
driver immediately announced that he had "some" of our furniture. The love
seat and one of the two matching chairs, and the entire bedroom set were
missing. The driver had no idea when these would be delivered and referred
us to the store. After getting nowhere with the salesman and the store
manager, I paid the driver for exactly what he had delivered, and agreed
to wait until "whenever" to get the rest of what we had ordered. I spent
the next several months calling and visiting the store to get some answers,
and no one at the store offered any apologies or anything for our having an
incomplete living room set. Finally I got a call from the store manager
and he said he had the other matching chair and would be delivered the next
day. The next day the driver unloaded the chair and took my check for it
and left ASAP. When I unwrapped it and looked at it I noticed that it had
been used (stained, soiled, and the cushions had been worn and squashed
down as you would expect in a chair used for a couple of years. When I
called to complain to the manager (after about two weeks of actually
getting to speak to the bastard), he told me that Kane's sells only NEW
furniture, and that there is no way the chair had ever been used. I
realized that a return/refund on the chair was impossible with this
company, and accepted a "free" soil-guard spray on all other pieces I had
recieved.

I never saw the love seat or any of the bedroom set for my daughter. We
will never again darken the door of Kane's furniture. I know that people
have gone to jail for not delivering on products and services in the State
of Florida. I can't understand how Kane's can stay in business after all
I've heard and read about. I will be buying an entire housefull of
furniture very soon (building a new home), and before I sign my name to a
contract I am going to relate these experiences to the salesman AND store
manager. I will let them both know I am prepared to terorize them and
their loved ones if I get jerked around in the least way.

 

 Letter # 25 From Samantha

Well...I have THANKFULLY never bought anything from Kane's after seeing what
my sister went through. I have forwarded this link to her and hopefully
she'll take the time to tell you her horror story as well. But she did have a
somewhat happy ending. How come you didn't take them to small claims court?
My sister got their corporate number and left SEVERAL messages and never once
actually talked to a person. All were ignored. The last message she left them
was "I'm giving you 3 days to resolve this problem...if you don't I'll see
you in court." Needless to say, the next day they told her to come in and
pick out a brand new couch and chair. Kane's is a total freakin' rip-off and
to all the idiots that send you messages telling you to lighten
up....well...I guarantee you if it were their two grand flushed down the
toilet they'd be bitching too.

Oh...by the way....were are from around the Orlando area......and the store
manager was just as big of an asshole as the dickhead you had to deal with
was. Smear their name till the end of time, my friend. It's your legal
right!!:)

KANE'S SUCKS!!!

Samantha

 

Letter # 26 From Jennifer

TO WHOM IT MAY CONCERN...
I ALSO PURCHASED FURNITURE FROM KANES. I HAD JUST HAD A HOUSE BUILT AND I
WANTED ALL NEW FURNITURE FOR IT, SO I WENT TO KANES CUZ THEY HAD THE DEAL
"BUY NOW, PAY LATER WITH NO INTEREST."
WELL I HAD MY FURNITURE DELIVERED NO REAL BIG PROBLEMS WITH THAT, I HAD
PURCHASED A LOVE SEAT AND A CHAISE LOUNGE FROM THE "CUDDLES" COLLECTION. I
HAD ALSO PURCHASED THE LIFETIME STAIN PROTECTION WARRANTY. WELL EVERYTHING
WAS FINE FOR ABOUT THE FIRST 6 MONTHS. THEN I STARTED TO NOTICE THAT THE
CUSHIONS ON MY LOVE SEAT WERE SAGGING IN THE MIDDLE, WELL I DID NOTHING ABOUT
IT AT FIRST. THEN MY DAUGHTER SPILLED SOMETHING ON MY CHAISE LOUNGE WHEN I
WENT TO WIPE IT OFF A BIG CHUNK OF MATERIAL CAME OFF. I THEN CCALLED KANES
AND THEY FINALLY SENT SOMEONE OUT TO LOOK AT THE CHAISE AND ALSO THE LOVE
SEAT. HE WROTE UP A REPORT AND SAID THAT THE CUSHIONS ON THE LOVESEAT HAD
DAMAGED SPRINGS AND THAT THE CHAISE NEEDED A WHOLE NEW CUSHION. HE SAID
SOMEONE WOULD BE IN TOUCH WITH ME. WELL FOR THE NEXT FOUR MONTHS I CALLED
ABOUT ONCE A WEEK...NOTHING. AS THE TIME GREW CLOSER FOR ME TO PAY FOR THE
FURNTIURE I STARTED CALLING EVERYDAY...NOTHING. FINALLY I WENT IN THERE<THE
KANES FURNITURE STORE ON ORANGE BLOSSOM TRAIL IN ORLANDO, ACROSS FROM SAMS
WAREHOUSE>I WENT IN SAID THAT I WANTED MY THE FURNTIURE PICKED UP THAT I WAS
FED UP WITH THE CRAPPY CUSTOMER SERVICE I HAD BEEN GIVEN. THE MANAGER, WHOSE
FIRST NAME WAS KADER< I CAN'T REMEMBER THE ASSHOLES LAST NAME> WAS SO
EXTREMEMLY RUDE, SAID THAT I HAD HAD THE FURNITURE FOR ALMOST A YEAR AND THAT
IT WASN'T HIS PROBLEM. I PROCEEDED TO TELL HIM THAT I HAVE BEEN TRYING TO GET
HIS COMPANY TO FIX THE PROBLEM FOR ALMOST 6 MONTHS. HE SAID THAT THERE WAS NO
RECORD OF ANYBODY EVER COMING TO MY HOUSE AND EVEN LOOKING AT THE FURNITURE.
I TOLD HIM THAT DURING ON OF MY MANY PHONE CALLS TO HIS COMPANY I WAS TOLD
THAT THE PARTS HAD BEEN ORDERED TO REPAIR THE DAMAGED CUSHIONS. HE SAID THAT
IT WAS IMPOSSIBLE CONSIDERING THAT THERE WAS NO RECORD OF HIM BEING THERE,
EVER. WE CONTINUED TO ARGUE AND I WAS ASKED TO LEAVE THE STORE. I DEMANDED
THAT HE GIVE ME HIS CARD AND HE REFUSED. FINALLY HE DID GIVE IT TO ME CUZ I
REFUSED TO LEAVE UNTIL I GOT HIS CARD AND THE COOPERATE NUMBER TO THE
COMPANY. I GOT BOTH. I THEN SPENT THE NEXT FEW WEEKS
CALLING THE COOPERATE OFFICE TRYING TO SPEAK TO A WOMEN BY THE NAME OF
JENNIFER. AT YOUNG MAN AT THE OBT KANES STORE FELT BAD FOR MY SITUATION AND
AS I WAS LEAVING HE GAVE ME HER NAME AND SAID THAT SHE WOULD HELP. WELL IN
THE END SHE DID HELP BUT ONLY AFTER I LAFT A MESSAGE ON HER VOICE MAIL
STATING THAT I I DID NOT HEAR NEWS THAT I WAS HAPPY WITH THAT I WOULD BE
TAKING THEM TO COURT. I RECIEVED A PHONE CALL THE NEXT DAY STATING THAT I HAD
BEEN APPROVED TO GO PICK OUT ALL NEW FURNITURE. I VERY MUCH ENJOYED GOING AND
RUBBING IT IN MR. KADERS FACE. I GOT MY NEW FURNTURE AND HAVE NOT HAD ANY
PROBLEMS AS OF YET.< KNOCK ON WOOD!!!> I HAVE ONLY HAD THE FURNITURE SINCE
THE 7TH OF JANUARY 2001. SO WE WILL SEE. THE FUNNY THING IS THAT ABOUT 6
WEEKS AGO I CAME HOME TO A PACKAGE ON MY DOORSTEP, I WAS THE REPLACEMENT
CUSHION FOR THE CHAISE LOUNGE THAT HAD TAKEN BACK. MY DAUGHTER USES IT FOR A
LITTLE MINI COUCH TO LAY ON WHILE SHE WATCHES TV. I WAS GOING TO CALL AND RUB
IT INTO TO MR. KADERS FACE THAT I DID RECIEVE THE CUSHION FOR MY CHASIE EVEN
THOUGH THERE WAS NO RECORD OF ANYBODY BEING AT MY HOUSE, BUT I CHOSE NOT TO
WASTE MY BREATH ON HIS DUMB IGNORANT ASS!
MY ADVICE TO YOU IS TO CALL THE COOPERATE OFFICE EVERYDAY IF YOU HAVE TO ,
THREATEN TO TAKE THEM TO COURT. YOU'VE GOT PICTURES. I WOULD NOT GIVE UP
ESPECIALLY AFTER SPENDING A LARGE AMOUNT OF MONEY.
THANK YOU FOR GIVING ME A CHANCE TO VENT!
JENNIFER

 

Letter # 27 From Ebony

I was currently searching online to find a store in which to shop for furninture for my new home. I grew up in Tampa and now live in the Orlando area and can appreciate the fact that you are making people aware of the poor quality of Kanes. And I think that it was ingenius of you to purchase the website domain. That is a great way to help other potential buyers. Thanks.

 

Letter # 28 From Rita

On 1/17/01 we purchased a coffee table. To date (3/7/01) we have had no response to repeated calls and inquiries to the store where the purchase was made - or to the customer service representative Jennifer in Tampa. Curiously or deliberately Christen (at the store) gave us the wrong number for Jennifer. When we were unable to reach the Cust Rep we called the local store back and a man gave us the correct number.

NO ONE has indicated an interest in finding this coffee table or responding to our messages. Voice mail messages go unanswered, assistant managers and managers are not available and the computer system is down. We are polite people - see no need to raise our voices but are seriously considering protesting outside the store!

 

Letter # 29 From Michael

We ordered furniture on Kane's Day-After-Thanksgiving sale. We ordered an entertainment center, a dining table, 6 chairs, a server, and a china cabinet. They all match which is important because we have a great room plan in our house.

Well, the entertainment center and the server arrived. The entertainment center was missing a knob and a glass shelf was chipped. We reported it on delivery but still have not received replacement parts. Then eventually our dining table was shipped ... no chairs, no china cabinet. Now we have to bring our old stuff back in so we have a complete set and the new table has been sitting in our garage for a month so we can't park our car in there.

So we are waiting and waiting for the rest of our order ... then 3 months later they tell us that the china cabinet has been discontinued. The manager was supposed to try to locate one for us but he never called when he said he would and was never in or in a conference when I called. No surprise there, we have been getting the runaround from all associates for the last 3 months!

 

Letter # 30 From Edward

I bought a $1,000 loveseat from Kane's Furniture on South Orange Blossom trail in Orlando. My mother cut her hand on an exposed tack and several screws fell out of the chair. They brought a another chair out to replace the piece of c*** we bought. This chair was worse than the first. One side of the chair was uneven and it is hard to get it to recline.

They sent a repair man out. He said he couldn't fix it and he would send a report in so we could get a refund. We never heard anything from the store after that. We have called and went to the store in person twice. They said they would call us both times, but we still have heard nothing from them!

 

Letter # 31 From No Name

This is so funny that I ran across this sight. I had the same problem with Kanes about three years ago. I bought a bed with a wall unit sized mirrored headboard and when they delivered I had to take time off work only for them to deliver the headboard with one of the pier units damaged so they left the rest of the headboard in huge boxes all over my room for two more weeks until they could replace that piece then I again had to take time off work for delivery. They called me early in the morning and told me they would be at my house by three I complained that I had to be to work by 1:30 they were inconveniencing me for there mistake which fell on deaf ear. And then they had the nerve to not show up until 5:30 that evening. I phoned and complained no sincere apology nothing for the inconvenience. I now shop at Rooms to Go and have had great delivery and early.

 

Letter # 32 From Annette

After repeated telephone messages left to their corporate customer service manager, Jennifer, still no call back. The President of this company does not take phone calls and apparently there is no VP between him, Mr. Nowack, and the customer service manager who does not return phone messages. If I could find the item elsewhere I would buy it elsewhere and would willingly have paid more money for better service. This store sucks and I will be telling all my friends and acquaintances never to shop there. Nasty people with terrible manners and total inability to look after their clientele. I am extremely frustrated.

The staff at the Tampa store need to be fired or trained properly. Rudeness and inability to help was the order of the day. Not only do they hold $500 of my money their managers and customer service reps have no clue how to look after a customer. The item I bought and paid for has not arrived and they seem very reticent to make me a happy customer. Unfortunately i cannot find the item at any other store so I am stuck with their cavalier attitude until delivery - I will never buy anything from them again and never recommend them to anyone

 

Letter # 33 From Mike

Well, we ordered a complete dinning room set and an entertainment center on the day after Thanksgiving sale. Through several months of trying to get all of our pieces and their associated hardware and trying to figure out why part of our order was voided, we finnaly received our last piece on March 9. Now the problem is that the china cabinet that was just delivered does not match the table and chairs that were delivered in multiple deliveries a month and 2 months ago. Store Managers never return calls. Good luck getting in touch with someone above store manager. Help!!!!

 

Letter # 34 From JDM

Oh, and p.s. they have only one number, it is a corporate number for one person in St Pete Fl, Kanes is the worst for handling problems, for those who need this number here it is 727-545-9555 but do not expect anyone to call back or to even reach anyone directly, for you see Jennifer Suchier is the only one "solving" these issues. The number to call would be 1-866-6-solver for action news... I made the call and left a message, its worth the shot. I still firmly believe that it is going to definately take more than this, THESE PEOPLE AT KANES DO NOT CARE.....perhaps that is why they are in business, they take your money and run. Hell I'd be rich too.

 

Letter # 35 From Pissed Off Customer

I have never dealt with such incompetent idiots in my entire life. My wife and I bought three tables in December, and we were told that they would be in by Jan 16. They did not make it. Then, we were told they would be in by Feb 16. They did not make it. Now we are being told they will be in by March 16. What kind of company is this? How does a company like this stay in business? Somebody needs to upgrade their computer system to safeguard against such irresponsible business practices. Each time I call, the customer service representative (at the Clearwater, FL location) has always ended up being completely useless. They never have any answers to any of my questions. They suck as much as the dipshits responsible for ensuring prompt receipt of purchase. Never again will I deal with this substandard company. And, if you are looking to buy furniture, I would suggest taking your business elsewhere. The employees at Kanes appear to care about nothing but selling you there shitty furniture. And, once they sell it to you, I can almost guarantee that, if it is not already in stock, receiving your purchase will undoubtedly turn into a nightmare.

 

Letter # 36 From CT Wilson

The whole process with them has been a nightmare. I think I could get furniture faster if i took a seminar, chopped my own tree and carved it out by hand! What really bothers me more than the repeated delays and broken delivery dates, is their attitude. When your spending thousands on a full bedroom set you would expect them to at least be polite. Everyone I've talked to has an attitude. They act like I've created the problem by calling. They take no responsibility, and have never given any indication that they respect thier customers. All I can Say to Kanes is NEVER AGAIN! (BTW I still havent got the purchases i made in December)

 

Letter # 37 From Kris

After buying a dinning room set for my mother for xmas Kanes missed the first delivery dated do to over booking. The next delivery half of the furniture was damaged. They say third times is a charm, the order was not even in the computer for delivery. When I spoke to the manager told me that delivery "wasn't gonna happen". He was rude as all get out, then got angry an said "we'll just give you your money back". Then the slime tried to deliver the furniture to my mother anyway. Now I'm waiting to get my money back and it looks like a fight for that too. They don't return called, letters or e-mail at the Corporate Office either, so you can't expect the stores to be worth a hill of beans. Keep your money shop somewhere else.

 

Letter # 38 From Jim

Kanes is horrible. 1st, they don't even have a web site. Second, once we finally ordered our matching leather couch and loveseat from from them, they had to come back to our house 3 different times to replace the loveseat so that the color matched the couch. They argued over it over and over and finally after escalating to the Regional Mgr. they finally decided to own up to their responsibility and replace the 4,000 loveseat couch set altogether. They suck!

 

Letter # 39 From JDM (again)

Well as with the rest of the complaints, I to am very distraught at how Kanes treated me. I bought my purchase on Jan 03 of 2001 and still no furniture, no money, no service, no apology, no respect no nothing. I made this purchase for my mother, and I can not believe that this is how they treat people, I have tried to call, they do not call back, I went to the store a few times and both times I dealt with very hostile and incompetant managers by the name of Ed Olds (who looks like he should be in a nursing home) and Tim Meade who could give two shits about my problem. I bought a dinning set and a couple of end tables, sofa table and to this day I have seen nothing. They delivered the wrong stuff, and to make things worse e Mr Olds, the old fart manager did not even recognize his own reciepts, when I tried to show him what I paid etc he just said that he did not know where those were from but that it looked like I did not even pay for my table, but yet my bill was way over $ 700.00 and the reciept cleary said "dinning table". No one cares at any of the stores, I have tried repeatedly to get this resolved and I am still no where. Never again will I buy from these people they are incredibly stupid and unprofessional, starting with the managers. Also they have "one" customer service rep to handle "all" of the stores for "all" of their customers by the name of Jennifer Suchier who has yet to call me... What kind of service is this and how can it be legal for them to take money for services not rendered. If anyone wants to contact me please do so. 407-443-0444. I would like to set up some kind of protest against every branch. I will not be taken advantage of, after all,word of mouth can be lethal if we all speak UP and fight BACK.

 

Letter # 40 From DISSATISFIED

I ORDERED FURNITURE FROM KANES IN CLEARWATER EIGHTS WEEKS AGO. THE FIRST SHIPMENT WAS BADLY DAMAGED. THERE HAVE BEEN MANY BROKEN PROMISES IN REFERENCE TO DELIVERY DATE. CUSTOMER SERVICE IS IMPOSSIBLE TO REACH. I WILL NEVER SHOP THERE AGAIN, NOR WILL I RECCOMEND KANES TO ANYONE I KNOW

 

Letter # 41 From Catheryn

Do not ever use a Kanes Furniture Store credit card. I paid off my furniture, and they reported me to a credit agency. I had it contested and it was removed immediately because they do not keep adequate records of anything AND because I PAID the damn thing on time! The WORST customer service reps. (if you can call them that) more like Customer DISservice reps.! NEVER again. You get what you pay for. I'll spend the extra $$$ for good quality service and good product.

 

Letter # 42 From Ed

It appears that my mother is yet another victim of Kanes Customer Disservice. I flew down to Orlando to assist my 80 year old mother buy new living room furniture. After looking in just about every furniture store in Central Florida, the ONLY set she (we) liked was at Kanes on South Orange Blossom Trail. My mother paid by check the $1800 and they didn't appear to pleased with that. She also purchased the fabric care for $50 per piece ($150) and it was $50 to deliver. My mother is still pretty keen for being 80 and unfortunately, I had to leave before the stuff was delivered. The delivery truck showed up on Tuesday, May 1 and the original plastic was still on all three pieces. What happened to the fabric care?? There was a black stain on the back of the sofa and that was identified to the driver. All he said was that he would report it when he got back. My mother then pulled the chair out from the wall to plug in a lamp and found the back of the chair to be torn. She then had a neighbor drive her out to Kanes on South Orange Blossom Trail and the "nice" salesman that had sold us the furniture wasn't so nice anymore and she was sent back to talk to the "service manager." He said that he would have to send someone out to "investigate" my mother's allegation to which my mother asked "You can't take my word for it?" and was told very bluntly, "NO!!!" so my mother now agitated said "So in other words, you're calling me a liar?" and was told again more sternly this time, "YES!". When she said that she wanted the furniture picked up and her money refunded, she got the "ALL SALES FINAL" crap. At least the "damage" is in a location that can't be seen. I am afraid I may have to take another trip to Orlando and pay those folks at Kanes on South Orange Blossom Trail a visit.

 

Letter # 43 From Jody

Hi Gonzo,
I happened across your site looking for the contact information of the
corporate office (since complaining to the local Orlando office appears
to be a waste of time). My story (an abbreviated version) is as
follows, and occurred in Orlando Florida.

In January of 2001 my wife and I purchased a new home and decided to use
all new furniture. We went to the Kane's in South Orlando and wee
immediately greeted by an obnoxious dim-wit of a salesman. Being
patient people, we decided to try too tolerate his deplorable character
since we were not shopping for salesmen, we were looking for furniture.
After about 15 minutes of his obnoxiousness, we had enough and left.

We checked other furniture stores, and found some pieces here and there.
Unfortunately, we made the decision to try Kane's again, and find a
different salesperson. We found a young lady that was very nice and
spent about $3,000.00, The earliest date we could have the furniture
delivered was a few weeks away, so they could bring ALL of the pieces at
once.

The furniture truck arrived, missing some of the furniture, and of the
furniture that was there, some were the wrong pieces. I called Kane's,
and spoke with someone who told me that it would be over 1 month before
they could bring the pieces out to my house. Keep in mind that we did
not order any special pieces, and the distribution center is less than
100 miles away, so why should it take from early January when I paid for
the furniture until late March before I have something to sit on?

After several calls to Kane's only to have some idiot play games with
the phone including hanging up, or parking me on hold and no one ever
coming to the phone (several times) I went to the store personally. I
spoke with a very nice manager named Tim Johnson who I believe truly
wanted to help and make this situation right. He could not understand
why the person I spoke with wanted to make me wait over 1 month when the
pieces needed were just sitting in the warehouse with MY name assigned
to them. He got the delivery times moved up, made sure that I would not
be charged for re-delivery, and gave me an in store credit. He was very
nice, and I thought the situation was resolved.

The delivery truck arrived a second time. I was then informed that it
would cost me an additional $100+ to have them unload my furniture since
there was a past due balance. After explaining that there was no past
due balance, the delivery man got the corporate office on the phone who
confirmed that there would be no charge, and my account was paid in
full.

The final delivery was in late Feb or early March, 2001. It is Now late
June 2001, and I have been back to the store several times trying to
resolve the matter of the $100+ amount that the driver wanted. Time
after time I have explained that I do not owe anything. Twice, the
manager who was so helpful before (and still seems to be) went into the
computer, made some corrections, apologized and told me that I would not
have to worry about their mistake thinking I owed money. The last time,
he even wrote on the collection notice " Does not owe, He has a credit
that needed to be done for the same amount. Del +Mcr $53.49 + 50.00 =
$103.49" and signed it. Unfortunately I am still receiving collection
notices and threats of legal action if I do not pay them the money they
owe me. Go figure. Excuse my French, but Kane's sucks!

Without a doubt, Kane's has absolutely been (and unfortunately the final
chapter has not been written) the worst retail experience I have ever
been involved in. I will never go back to Kane's again, and based on my
experience, I would strongly urge anyone who reads this to consider the
deplorable customer service, and inefficacy in their billing system (and
possible damage to your credit for falsely reporting a failure to pay)
before you ever step foot in the front door of Kane's.

Sincerely,
Jody

 

Letter # 44 From Greg

My wife and I bought a 3 piece bedroom set and a love seat from Kane\'s in
Melbourne, FL on a Memorial Day sale, May 2001. We knew that we would be
moving into a new home September 2001 and we wanted some nice items for our
bedroom. After we shook off the attack sales person we had the chance to
look around the store and talk without the constant sales pitch. We picked
out the items and called over the sales person. We paid in full for all of
the items and told them that we would not need the bedroom items until Sept.
2001. We paid the $50 to have the items shipped to our home. The love seat
was sent to out apartment without any problems. September came and I called
to set up a date and time. I asked for it to be the final stop of the day so
that I could meet them. The operator took all the information down as well
as all the phone numbers to contact me. The morning my items where to come I
got a call, from the truck driver, that they would be there late that
morning. I told him that was I was to be at the end of the day and he said
not today. I called the store and they said they had no control over times
for drop off. Why they asked me when I wanted it dropped off, I'll never
know. I arranged for a new day. The new day came and I got no call. I
called them. For some reason my name did not come up on the list for drop
off that day. The next time would be later that week. The next week I took
the day off from work. No call from the driver and I called them again at
the store. The truck had been over booked and I would not get my items that
day. They offered to refund my drop off fee. The next day for drop off would
be Saturday. My wife and I waited all day to find out the driver had been
hurt and we would not get our items. Our fee had been offered to us again.
We set up for Monday and I took the day off to meet them. This time the
truck broke down and would not make it into town. Wednesday the driver did
not come to work, no items. Our fee was offered again. Thursday my third day
off from work and the items came. I held my breath as it was unloaded.
Everything was fine and the items were in very good shape.
Damage Resulting
6 attempts at dropping off my items. I took three days off from work. The
store manager was evasive and offered no help. I wanted to complain to
someone over her head and I could not find a main office number or web
address right away. I did get my $50 fee in the mail. I figure if they
offered it to me three times I should get $150 back. Don\'t shop at Kane\'s.
Tell everyone you know not to go there.

 

Letter # 45 From The Junkman

I used to work for Kane's as a salesperson and your story is unfortunately to common a tale. I sold & delivered over a million dollars in furniture every year and had few problems, but when something went wrong it could get ugly. As long as you don't need help from (how would Clark Howard say it) 'Customer No Service' things were wonderful.

I couldn't begin to tell you the amount of customers that said they would never shop at Kane's again, then in less than a year I would see them back in the store looking to buy more furniture. One time I saw a customer who was, well lets say 'Kaned' and my exact words to him were "What in the Hell are you doing in here". He laughed and told me for the money he couldn't get a better deal anywhere else. I couldn't believe my ears and thought to myself, if I was that guy it would be a cold day in hell before I bought from Kane's again. The longer I worked for the company the more I saw this occur. People would get screwed and come back for more. Maybe they were thinking that it couldn't possibly happen twice. This told me that a good deal far outweighed good customer service.

The American public is quite forgiving and loves a good deal. This is why Kane's is one of Florida's largest volume retailers and growing. People deep down don't give a crap about service, they want a bargain. As long as the American public has this attitude Kane's isn't going to change. Why should they? Every year I worked for them they had at least a 15% increase in volume and last year they had almost a 30% increase. Kane's is a money making machine and the American Public is turning them into a billion dollar company. As much as I hate to say it, Kane's has great prices on name brand furniture.

Personally I wish people would be more like you and stand up for themselves when an injustice has occurred. Maybe after September 11th people will be more inclined to stand up for what is right and stop turning their head the other way. I am truly sorry that you had a bad experience with Kane's, but don't fool yourself into thinking other big furniture retailers do business differently.

Now a word to the wise when buying furniture from any store. Check out what the Better Business Bureau has to say about the company you are purchasing from. Read the fine print about damage goods and canceling your order. On delivery day give yourself enough time to inspect every piece of furniture before signing anything. If you don't have time to inspect the goods then pick a delivery day that you will have the time. Don't forget once you sign for it, its yours. (Sorry, you already know that one.) On that note never ever sign for anything before you receive the goods into your home. Make sure YOU are home for the delivery. Never let a friend, neighbor or family member sign for your furniture. It is in your best interest to be home to receive your delivery. Refuse damaged goods ALWAYS. If it seems that to many pieces have problems refuse the whole order. Now is the time to stand up for yourself and don't let some pushy delivery driver con you into keeping damaged goods. Most companies pay their drivers on what was delivered. They make nothing on refused shipments. Again REFUSE ALL DAMAGED FURNITURE. I can't stress this point enough. Also note the damage on the delivery slip and make a note for your records. Keep in mind that wooden furniture usually always has something wrong with it. At my company we open and inspect every piece before delivery. Even after the inspection problems can occur. Fortunately for our customers we pride ourselves on offering great customer service. We might loose an order from time to time, but we will never loose a customer. Finally, if you have any problems call your salesperson. They have a vested interest in solving your problem. If everything goes well, give the drivers a cash tip. These guys for the most part are good hard working underpaid people, but you be the judge.

Just keep in mind that buying furniture for your home should be fun and exciting. We you are receiving your purchase it is even more exciting, but 'It Just Makes Sense' to be a smart furniture consumer. Hopefully these tips help you from ever having a bad furniture shopping experience again. BRAVO on your website. The Department of Agriculture handles complaints for furniture stores in Florida. Furniture stores take complaints filed to this department very seriously. They might be able to help you!! Good Luck!!!!

 

Letter # 46 From Chris

FOKES, I WORKED THERE ... AND WHAT YOUR READING HERE IS VERY TYPICAL. ONCE THEY'VE GOT YOUR MONEY ... THEY COULD CARE LESS ABOUT YOU. IT WASN'T ALWAYS THIS WAY BUT THE BILLIONAIRE MAN-BITCH, WHO KNOWINGLY TREATS PEOPLE LIKE WHAT YOU'RE HEARING HEAR, TREATS HIS OVER-PAID EMPLOYEE'S THE SAME WAY. IT DIDN'T TAKE ME LONG TO SEE THEIR CUSTOMER SERVICE TOTALLY SUCKS, AND THIS IS THE REASON WHY I LEFT, DISPITE MANAGERS TRYING TO TALK ME INTO STAYING. LET ME GIVE YOU SOME ADVISE 1) DON'T BUY THERE ... FORGET THE HYPE IN THE ADDS TOO .... THOSE GREAT SALES ARE NOTHING MORE THAN PRICE TACK FLIPS OF USUALLY ONLY "3" WHOPPING PERCENT... THEY JUST CALL IT SOMETHING ELSE OVER AND OVER AGAIN; 2) ALWAYS USE AMERICAN EXPRESS ... THEY WILL BACK YOU ... VISA AND MASTER CARD ARE NICE, BUT GO TO THEM WITH PROBLEMS LIKE THIS AND I'M WILLING TO BET ... KANES WILL WIN AGAIN; 3) ALWAYS INPSECT YOUR FURNITURE CLOSELY ----> BEFORE YOU SIGN FOR IT, ONCE YOU SIGN FOR IT THE CRAP REALLY STARTS... IN FACT IF YOU CAN PRE-INSPECT PEICES AS THEY COME OFF AND GIVE A FINAL INSPECTION AFTER SET UP IN YOUR HOUSE ... AND CHECK EVERTHING BEFORE THEY HIDE IT UP AGAINST THE WALL ... LAUGH NOT 4) SIT IN EVERY SEAT ... I KNOW A FRIEND THAT THEY LITTERLLY PROPED THE CHAIR UP AGAINST THE WALL, STUCK THE COMPLETELY SEVERED LEG UNDER IT AND LET HIM SIGN THE PAPERWORK KNOWING THEY HAD JUST SREWED HIM. 5) AND THIS IS THE BEST TIP YET ....................... ALWAYS, ALWAYS GO UP AROUND THE CUSTOMER SERVICE AREA, AND LISTEN CAREFULLY TO HOW PROBLEMS ARE SOLVED ... IT WONT BE ANY BETTER WHEN YOUR THERE. SORRY FOR ALL YOU PEOPLE GOT SCREWED, THEIR "ORDERS" COME FROM THE TOP ... THE MONEY HUNGRY "IRWIN" TURD, WITH THE SUPPER PEOPLE SKILLS ..... NOW ON A NICE NOTE .... LETS ALL BE THANKFUL THAT NONE OF US HAVE TO WAKE UP AND BE HIM ... AND LETS LEAVE IT AT THAT !!

 

Letter # 47 From Mailwater

Hello
As a former employee of Kanes, I would just like to let you know that people like Jim Shelby are at the bottom of the heap. You ought to focus your efforts on those who actually run the company. Jim Shelby is only but a wee manager. As with most franchises, the goal is to turn a profit. All of the other franchise options you have listed on your site are crappy franchise stores as well.
I was a warehouse employee for almost a year, so I know its crap. But its all crap in every franchise. Nice stuff is for rich people or people who are creative enough to make it themselves.
By the way, I hope you weren't rude to the people that work in customer service. They have no control over the owner's policies. And if you were rude to them, I think you need to call them up and apologize and then go after the company owners that drive the Benz's and BMW's. Start a crusade against the "franchise" concept as a whole. Battle greed. End crime. Stop stop homelessness and hunger. Whatever gets you to sleep at night, but don't be mean to the little employees who are trying to make rent.

 

Letter # 48 From Weber

I was in shock(good shock) to stumble upon your website. I was innocently researching leather furniture when your domain caught my eye. Knowing the horrific experience my husband and myself experienced with Kane's in Tampa back in 1992 I couldn't resist, but click onto your site. I think this is GREAT that someone like yourself has taken the time to do a site denouncing Kane's - INGENIOUS! It was amazing to read that they've not changed one bit since our own fiasco in 1992. Our story is like everybody elses and actually too long to condense. One VALUABLE thing I would like to pass on is to ALWAYS put your large purchases on your credit card(if you have one). That way if you have a problem you can dispute it through your credit card co. who always sides with you as long as your complaint is in writing and legitimate. A lot of people don't know that the credit card companies will side with you everytime as long as your dispute is reasonable as I stated before. That was our salvation in our fiasco with Kane's. Once your credit card company takes the disputed amount off your statement(as long as you have a justified complaint, such as most of your emailer's) it then is up to the merchant to try and collect from the buyer. We figured Kane's was so horrendous and unprofessional in their way of doing things up to this point we felt they wouldn't follow up. They actually did call us trying to get their money since our credit card company wasn't going to give them payment. We told Kane's to either sue us or pick up their damaged furniture. Guess what? Just as they do things so shabbily they never bothered to follow up with us again. We figured they felt it was cheaper and easier to write it off. It would have cost them time and money to come back and pick up damaged furniture or to try and sue us and probably lose. So we felt vindicated in some ways. I thought I would pass that tidbit on. Using your credit card really does save you time and money when you end up having a dispute! The only reason I knew to charge big ticket items on my credit card for the sole purpose of a possible dispute was that my dad used to work at a credit card company and told me how good the credit card companies are about backing the customer regarding a legitimate dispute. Hopefully this info helps out others. CHARGE IT, CHARGE IT, CHARGE IT!

 

Letter # 49 From ESPSA

The merchandise that is in Kanes is mostly imported and not of very good
quality. You should purchase furniture at Robb and Stucky or Ethan Allen if
you want more quality and better service---you get what you paid for.---

 

Letter # 50 From Sharon

I was just reading your stories about Kane's furniture, it isn't just the Tampa store that is not up to par. I only wish I had read these stories before I went there to buy furniture for my home that I just bought down here in Melbourne. I didn't spend as much as some of the people that have written you did but the results seem to have been the same. I bought a living room chair, a small kitchen table and 2 chairs. I got the living room chair and the table top but the base of the table was not on the truck, the chairs they sent for the table were wrong and I sent them back. It took me a week to get in touch with someone at the Melbourne store and tell my story too. The woman told me she was going to call me back and tell me when the rest of my order would be available for delivery. I waited for the phone call that never came. I called again and finally talked to a woman who gave me to my salesman, who was useless, and wouldn't even try to compensate me with another table base for my table. I told him I was canceling the rest of my order then and he said fine. I talked to the other woman again and told her I was canceling the rest of my order and that the salesman was of no help at all and she asked me if I wanted another salesman, I said " No, I wouldn't be going into your store ever again". she said she would put my information in the computer and call me back with a time that they could pick up the table top. I never heard from her either. I called AGAIN and got a young girl who said she would also call me back with a time for them to pick this table top up. I never heard from her either. I called AGAIN and asked for the store manager and they gave me the office manager, Susie, and I told her my story, she said that someone could come out and get the table top next Saturday, the 15th, but it would take another 10 to 14 days to get my refund back. I told her that was ridiculous as this was their mistake and I was tired of getting the run around. I also told her I was going to call the better business bureau if this didn't work out as they really needed help in their operations over there. So until I get my refund, I do not have a kitchen table and now it will be around the first of the year before I get my money back. If we all tell people we know not to go there and keep after them until we get results, maybe the store will go under, it certainly doesn't deserve to have the right to take people like they do. I hope you get your interview with the TV station and they help you get your money back on that furniture, and I use that term loosely, you bought.
Good luck

 

Letter # 51 From Wilma

Dear Sir,
I have just visited your website and find myself having to lift my chin off the floor. It is absolutely atrocious the way in which you and and your dear wife were treated by this store. My family and I are relocating to Florida from Britain on the 5th Jan and thanks to you and your website, we will now take our hard earned cash to "rooms to go". I paid Kane's a visit in October, and of course they were falling over themselves to be professional and courteous - just goes to show, first impressions shouldn't count. A huge THANK YOU for taking a stand against this store and saving other would be purchasers from being ripped off. I wish you and your family a very Merry Xmas and an even better New Year.
Kindest Regards, Wilma.

 

Letter # 52 From Beth

Hi,
When my husband and I shop at any furniture and the sales person greets us at the door and asks how we heard of them we simply reply "We Hate Kanes." After my husband and I were married for several years we decided to get "grown-up" furniture. We found a headboard, ordered it, and paid for it without a problem.
We chose to pick it up rather than spend the HEFTY delivery charge and once the item was home and unwrapped it was the wrong headboard. We were over charged and it looked like a lincoln log creation our two year old made and painted. There were rusty staples mishappenly placed all over the back and it was not stained to match the front. A call was made to complain and they refused to come pick it up. So we actually had to load it and return it to the store. A refund for our money was argued over and after 4 months we received a check.
Needless to say, our entire house has been furnished by Rhodes Furniture. Great customer service, low delivery charges, and no interest rate for more than a year (depending on when you buy the item). Every item purchased has been top quality and not thrown together with staples, cheap stains, and poor wood.
Thanks for letting me vent,
Beth

 

Letter # 53 From Anthony

WARNING
IN JULY MY WIFE AND I BOUGHT FURNITURE FROM THE MELBOURNE KANES SPENDING OVER 2000 DOLLARS. WE LIVE IN GAINESVILLE AND WERE GETTING MARRIED THE FOLLOWING MONTH SO WE SET UP A DATE TO HAVE IT DELIVERED IN AUGUST. THAT DATE CAME AND WENT AND NO FURNITURE SHOWED AND NO CALL CAME. WHEN I FINALLY CALLED THEY TOLD ME THAT IT WASN'T SCEDULED UNTIL SEPTEMBER. WELL THE SEPTEMBER DATE CAME AND WENT AND ONCE AGAIN NO FURNITURE. WE WERE THEN TOLD THAT IT WAS ON BACKORDER AND IT WOULD BE OCTIBER BEFORE IT GOT THERE. WELL I STARTED GOING THRU CUSTOMER SERVICE AND THREATENED TO CANCEL AND THEY DID REFUND ME 200 DOLLARS. THAT FINALLY HAPPENNED AFTER APPROXIMATLY AND I COUNTED AN WROTE THEM DOWN 25 PHONE CALLS TO KANES. WELL WE ORDER A DINING SET AND BEDROOM SET AND IN OCTOBER HALF OF THE BED ROOM SET SHOWED UP AND THE DINING SET GOT THERE. THE FURNITURE APPEARED FINE AND ABOUT 2 DAYS LATER MY WIFE SAT IN A CHAIR AND AND DICOVERED ONE OF THE LEGS COMPLETELY SEVERED OFF. WELLL I CALLED KANES AGAIN AND THEY SENT OUT A MAN TO FIX THE CHAIR AND UPON EXAMINING THE CHAIR HE SAID HE WOULD REPLACE IT. THAT SAME CALLL KANES TOLD ME THAT THE REST OF THE FURNITURE INCLUDING THE CHAIR WOULD ARRIVE THE END OF OCTOBER. WELL THE END OF OCTOBER CAME AND WE GOT FURNITURE AND NO CHAIR AND IN FACT TO THIS DATE 12-28-01 WE STILL HAVE NOT RECIEVED THE CHAIR. WE HAVE GOTTEN NOTHING BUT THE RUN AROUND AND CANNOT GET A HOLD OF ANYONE NO ONE NOWS ANYTHING. I HAVE EMAILED AND PHONED THE CORPORATE OFFICE TO NO EVAIL AND MY NEXT STEP IS TO START CALLING NEWS STATIONS. I SUGGEST THAT WE ALL CALL THE NEWS STATIONS AND COMPLAIN AS WELL AS LOOK INTO ALL OF US POSSIBLY STARTING A CLASS ACTION LAWSUIT AGAINST KANES TO GET SOME SATISFACTION. IF ANYON OUT THERE KNOWS A LAWYER PLEASE INQUIRE ABOUT THIS AS I AM NOT ONE. PLEASE EMAIL ME ANY INFO ABOUT THIS AT THGATOR@MSN.COM. I DON'T THINK I HAVE TO SAY IT BUT I WILL ANYWAY. KANES SUCK DON'T SHOP THERE.
DISGUSTED

 

Letter # 54 From KS

Wow! Your story sounds like dejavu. I purchased a $2,000.00 bedroom set from Kanes in New Port Richey, FL. When the furniture came to my house I noticed that the woman's dresser was cracked. I called the store and they stated that they would send a new one out to me. In the meantime, I noticed that the actual headboard was chipped and the one door would not shut. When I called them on this, they sent out a technician. Well, the so called tech used a saw on the door to cut away the excess wood and tried to touch up the chip with something like a pencil fill in. As soon as he left, I went to look at the chip and realized the "shit" that he filled the chip in with was like a wax that does not dry----2 years later!!!! Meanwhile the chipped dresser was repalced by another chipped and cracked dresser, then they tried to replace it 4 more times. Still the dresser was cracked. I finally told them to credit my account. The men's chest - the screws fell out of the draws, the draws never closed right. Finally, I sold the $800 piece at a garage sale for $100 and that was asking to much. A few years later after closing out my charge card account with them, I was billed for someone else's account. That only took 4 months to clear up.
I think Kane's furniture is and always will be SHIT. I vow never to shop at that hell hole again. Thanks for this site, maybe it will save others from wasting their time and money.
KS

 

Letter # 55 From Kim

Wow! Your story sounds like dejavu. I purchased a $2,000.00 bedroom set from Kanes in New Port Richey, FL. When the furniture came to my house I noticed that the woman's dresser was cracked. I called the store and they stated that they would send a new one out to me. In the meantime, I noticed that the actual headboard was chipped and the one door would not shut. When I called them on this, they sent out a technician. Well, the so called tech used a saw on the door to cut away the excess wood and tried to touch up the chip with something like a pencil fill in. As soon as he left, I went to look at the chip and realized the "shit" that he filled the chip in with was like a wax that does not dry----2 years later!!!! Meanwhile the chipped dresser was repalced by another chipped and cracked dresser, then they tried to replace it 4 more times. Still the dresser was cracked. I finally told them to credit my account. The men's chest - the screws fell out of the draws, the draws never closed right. Finally, I sold the $800 piece at a garage sale for $100 and that was asking to much.
A few years later after closing out my charge card account with them, I was billed for someone else's account. That only took 4 months to clear up.
I think Kane's furniture is and always will be SHIT. I vow never to shop at that hell hole again. Thanks for this site, maybe it will save others from wasting their time and money.


Letter # 56 From Annette

Hello
Just a quick note to laud you for the site that you are hosting about the Kanes furniture stores. I had a dreadful experience with them in March 2001 and tried with no success to reach Mr. Nowack the president by telephone - apparently this man is a pillar of the local Tampa Bay community but from his lofty position in his office seems to have lost sight of how to run a company and generate good will.
Never again will I even set foot in one of their stores.
Good luck to you.
Annette

 

Letter # 57 From Robert

Thank you for this website. I purchased a 5-piece dinning set with the
promise of 12 months free financing. Each month the statement would show
the specific amount owed. The statement made it clear that so long as the
amount was paid prior to Jan 04, 2002 their would be no finance charge. I
sent the 'registered receipt' payment into their San Antonio office fully
confident that the payment was made in full and in fact the check amount was
deducted from my account on Jan 03.

Several days ago I receive another payment card defining an additional $340
relating to tax and finance charges. No doubt there was some hidden
statement within the contract that they will come back on. One thing is for
sure, it will cost them at least that much to fight me on this issue. Clark
Howard, a well known national consumer's advocate has spoken often of these
finance rip-offs. I will forward this message to his website. I have not
yet begun my journey down Kanes hall of ignorance, but am sure based on the
readings posted within your site I will have lots to write about.

I am very sorry your site allows the use of such extreme fowl language.
I'm confident that this serves to turn off hundreds of other dissatisfied
customers who would love to add their accounts of the trail of horrors in
relating to Kanes furniture. Please consider this concern as I too want
your site to serve as a warning for consumers.

Thank you for your time and your efforts!

 

Letter # 58 From Kim

Came across your website just as I was about to click on the Kanes website, thanks man we would have made a huge mistake...bad business, bad furniture...yuck...thanks for the heads up I plan to let others know what you have alerted us all too..the "Furniture Buying Public!"
Thanks again
K-

 

Letter # 59 From Christopher

Dear Sirs,
I purchased a Black Lacquer set. First problem was drivers reeked of alcohol. Then after the furniture was remove off truck
I was asked if I had tools to put set together. I advised driver no I didnt and he then became visibly upset and walked away from me mumbling" he didnt have time for this (beep)". He then came back inside house and stated that he cant put set together anyway becuse he has "discovered" that a major part is cracked. I advised him take set back and when they could bring set back and assemble properly call me. He refused to load furniture back on truck. I had to call and ask for a manager to get him to put furniture back on truck. Kanes deliver furniture 3 days later and while unloading, I discover same piece was still broke. They where delivering
same damage furniture. I called manager (which took eternity to get on phone) and he was very non chalant and rescedule another delivery. I took off from work on the date of delivery, and furniture never came. I finally got furniture but vowed never to deal with Kanes ever again. Manager also advised me they would refund delivery charge which I have yet to receive. They are awlful I dont
know how they are allow to get away with such poor service and yet thrive as a growing buisness

 

Letter # 60 From Jon

I had a similar experience with rooms to go! I will not shop at Kanes now
though! thank you for letting people know! I went to there web site to find
a computer desk! I will look else where now! Thanks again! Jon

 

Letter # 61 From USNAVYDD565

i would just like to know one thing and i was in the business del new
furniture for 38 years in new york and that is, why did you sign for
damage goods ? or the least tell them to unwrap it or sign pcs wrapped
contents and condition UNKNOWN then you would have been covered.but i
will tell you this i was going to there to buy an entertainment unit but
just in case your right im not .but for the future when ever you buy
furniture before you leave the store you make sure you have everything
down pat and that is the del date time their whse tel # and have it in
writing plus the one who wrote up the sale and most of ALL that they del
the goods UNWRAPPED when they bring it in to your house.
i will grant you this any thing you buy in florida in any of the stores
wal mart k mart you name it open and inspect right in the store
because anyone who brings back something the nit wits in the store just
put it right back on the shelve.
roger p/s i hope you called the better business bureau

 

Letter # 62 From Jennifer

I've spent the past hour or so reading thru the
information on your site. Not only is it informative,
but it's ingenious. I've considered using the same
approach to "nail" some of the Ford dealerships that
have absolutely no customer service skills whatsoever.
Anyway, I haven't purchased any furniture from Kanes,
but my mom has. I will fwd her your site and
encourage her to post her story. I requested for you
not to post my email b/c it doesn't add any
"incriminating evidence" to your site, but I have 2
sites you may be interested in. After reading your
site, I went to the BBB site. And I thought you might
like to know (if you don't already) that they have
quite a few Kane's locations listed in their
"complaint database".

http://search.bbb.org/national/results.html

If you search for "Kanes in FL", it shows you the
different locations that have been reported along w/
their contact information. Just thought you might
like to have this information (if you didn't already)
and possibly post it to your site for those that may
not have it or are having difficulty getting it. And
if you haven't followed up w/ FL Dept of Agriculture
(consumer services), here's their site addr also:

http://doacs.state.fl.us/consumer/index.html

And I thought it might make you happy to hear when I
searched for Kane's, your site appeared 1st on my
browser. Thus sending me to yours before going to
theirs. =)

I hope you'll keep "us readers/supporters" posted on
the status of your situation. GOOD LUCK to you in
your future endeavors!!! Give 'em hell!!!
--JLH

 

Letter # 63 From KTW (Kanes-Furniture)

Hi, I have just read all of your posted letters. They all seem to be examples of very poor customer service and follow up. I wonder if you received any positive letters, and if you did, would you bother to post them, or would you just dismiss them as being from "suck-up, brown nosing employess?". I, sir, do work for Kanes on the "front lines" as a saleperson. i have no doubt as to the veracity of the letters you received, as there have been many instances of messed up deliveries, broken furniture, and poor service follow up/ However, I would hope that in the interest of fair play, you would allow me to post my experiences at Kanes. I have worked in the furniture industry for over 15 years as a professional salesperson, both for a small family owned chain of 4 stores, as well as for the larger chain, Kanes furniture. In the furniture industry, approximately 10-15 percent of all deliveries have some sort of problem, be it broken furniture, missed appointments or whatever. When a large store sells a great volume of furniture, this means that there will be a fairly large amount of problems to be handled. delivery is the largest problem for an furniture retailer, as the handling of furniture by several individuals from factory to retailer to consumer often leads to damages, both hidden and overt. Where almost all furniture companies fail, is in resolving these problems to customers satisfaction in all cases. In the 5 years I have worked for Kanes, I would say that while there were many bad instances of service and follow up, I feel that these instances were tremendously outnumbered by positive furniture experiences. I wish , of course, that all deliveries went smoothly, and that there was never a negative outcome, but this is the real world. Kanes has the best prices and best values in Florida, and that is why people return over and over , many times even when they had an unpleasant experience. I really wish that we could improve on our record, and I do believe that many of us are trying to provide excellent service. If you think that these problems do not occur at other furniture stores, you need to wake up. I get tons of negative stories told to me by customers about Rooms To Go and other major retailers. It is the nature of the beast. If you want great personal service, then you have to pay the huge markups of stores such as Ethan Allen and others. Does this excuse the treatment received by some of your previous contributors? Absolutely not, much of it is appalling. They,as well as you, have the right to be very incensed over your mistreatment. I am merely saying that these instances are very few compared to the volume of deliveries that go out without incident everyday. I do hope that these type of horror stories will diminish as Kanes attempts to provide better service to its customers. I dont know if you will be fair enough to post this letter, but I hope you will. Thanks, Kanes Top Writer.

MY Response To KTW (Kanes-Furniture)

Here We Have A Letter From Not Only A Blatant Brown Nosing Employee Of Kanes-Furniture But One That Is Completely Ignorant To How BIG A Problem There Is With The Quality Of There Product, Customer Service, Trouble Shooting And Defusing Problems With Customers At Kanes-Furniture. Where Does A Normal Human Being Draw The Line? Sure Everyone Makes Mistakes Here And There In The Retail Business, Yes, Even Kanes-Furniture, But Somewhere, Somehow You, As A Store Manager At The Very Least, Try To Make An Attempt To Correct The Problem At Some Point? Maybe After (1) The Foul Language Speaking Employee Makes You Feel Uncomfortable On Your Front Door Step? (2) After You Nicely Call To Report A Problem With The Broken Furniture Within The 72 Hour Full Replacement Guarantee On The Furniture And Your Told By A Store Manager "Your Stuck With It"? (3) After Your Told "That's To Bad"? (4) After You Are Told "Oh Well"? (5) After Your Told Repeatedly "You're Wasting Your Breath"? Or I Know, (6) Let's Call Them Liars And Hang Up On Them? Surely, About That Time You Would Think To Yourself- 'As A High Level Representative Of Kanes-Furniture, Why Am I Treating These People So Bad, Its People Like Them That Make My Paycheck Possible, They Are Completely In The Right Here And Only Want An Even Replacement On The Badly Damage Furniture Still Under A Full Replace Guarantee We Just Delivered To There Home, They Have Done Nothing Wrong, I Need To Stop Bringing All My Personal Problems To Work With Me And Taking It Out On Innocent Customers, I'm Sure Setting A Bad Example To Other Employees'- But Instead Of Making Any Attempt To Correct The Serious Problem You Have Just Caused, You (7) Throw A Lot Of Gasoline On The Fire And Hang Up On Them Every They Call Back To Ask To Speak To A Customer Service Representative Or Store Manager? Let Me Quote A Few Of Your Thoughts From Your Letter: "If you want great personal service, then you have to pay the huge markups of stores such as Ethan Allen and others"? That's Funny, I Thought All Retailers, Big Or Small, Strive For Great Customer Service & Repeat Business. Guess That's Not Taught Or Important Or Even Attempted At Kanes-Furniture. Or This Quote From You: "people return over and over, many times even when they had an unpleasant experience" Yea, Right, I Know Plenty Of People That Love To Be Treated Poorly Over And Over Again While Spending There Hard Earned Money! Get Real, KANES TOP WRITER! Did You Even Look At The Pictures And Read What We Were Subjected To At Your Store? You Would Think That Instead Of Making Excuses For The Way We Were So Poorly Treated, You Would Be Trying To Correct The Problem Or At The Least Make An Attempt To Correct It? You (Kanes-Furniture) Looked Bad Before, Now You Look Worse. Oh, Just One More Thing, I Would Post Any Positive Letters That I Might Receive, But Unfortunately, I Have Not Received Any, From Valid Happy Customers That Is, But Letters From Dumb, Stupid Ass Way Of Thinking Employees Don't Count, But I Will Make An Exception This One Time And Post Your Blatant Brown Nosing Letter.

Good Luck To You, KTW, In Your New Job Search.

Gonzo.


*****I Have Been Receiving So Many Horror Stories About Kanes-Furniture That I Had To Start A 2nd Page Of Complaints For The Year 2002. To View Page 2 Of Complaints Simply Click Here.*****

 

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