Kane's Furniture Customer Service Issues

To the CEO, Irwin Novack; CFO, Shannon McCarty; and COO, Van Cochran, I am reaching out to share a recent negative experience I encountered with a customer service manager at your Lakeland, Florida location on March 24, [redacted], at 4:15 PM. Despite being unable to obtain her name, as a long-standing customer of your furniture store, I have always valued the superior customer service you provide. However, the handling of a recent issue regarding a faulty nightstand has left me questioning the level of service and support your company offers. The manager I spoke with was unwilling to honor the [redacted]% lifetime warranty on the product, which has led me to doubt the commitment to customer satisfaction that Kane's Furniture is known for. I sincerely hope that my feedback will be communicated to the appropriate individuals within the company so that steps can be taken to address and prevent such incidents in the future. I eagerly await your response to this matter. Sincerely, Stephanie Smith

Order number: [redacted]xQ36 I placed an order for a "special order" sleeper sofa back in December [redacted]. Due to Covid and border restrictions, I couldn't accept the delivery. I spoke to Patricia Featherstone on January 2, [redacted], and she told me it was fine to keep the sofa in the warehouse. Fast forward to January [redacted], I was offered a refund for the mattress due to supply chain issues. When I inquired about the original mattress, I was told it was given away. I requested a refund since the contract was technically broken, but was instead offered a restocking fee. Talks about bugs in the warehouse and delays in getting a new mattress have left me frustrated. I just want a resolution to this situation. Thank you for your assistance. - Lori B.