Complaint Review: Harlem Furniture

I purchased an expensive furniture set from Harlem Furniture on May 16, 2002 to be delivered to me on May 29, 2002. I was told by the salesperson Elan Burger that I had purchased the best set from Harlem and it had a life time guarantee on cushions and frames.
I also purchased the extra warranty that was offered on the wood and fabric protection.

I was told that because the firmness of the cushions were guaranteed that the company offered a lifetime guarantee on them.

In less than two months I was calling the repair department because the cushion began to sink on the chaise lounge. When the repair man came out he stuffed the back of the lounge and went on his way. I was then again calling within another month. The same repair man appeared at my door and this time did not attempt to stuff the sofa explaining it would do no good. I was told it would just be best if I sat on another part of the lounge.

I was very upset once he left and I called Joyce Solomon, Harlem Furniture's customer service supervisor, explaining the entire situation to her. She seemed interested and decided to send another technician out. This technician ended up being the same man who had come out before and he came with an attitude explaining he could not firm up the cushions.

I called Joyce Solomon back who in turn told ne the technician said there was nothing wrong with the furniture. I pleaded with her that this was not true and to send someone else. She then told me she'd have Dale Kelton, another supervisor, contact me.

After waiting a few days I called for Dale who never returned my calls. Finally after three months had passed I contacted Dale who looked at the notes and saw all my complaints from August and she decided to send another technician out.

By this time my sofa which I purchased with a bed in it had begun to sink. Again, on Jan.20,2003 the same technican came out. He was pissed off that he had to keep returning to my home on this furniture issue. He then told me that he was taking pictures of the furniture.
After about a week of not hearing from Dale or Joyce I called Joyce and asked her what they were going to do about the furniture and she said nothing because the technician told her I had to jump on it to break it. I was so offended by this remarked that I asked immediately for Joyce's superior who she told me was Karen Thompson.

I called Ms. Thompson On Jan. 28, 2003 leaving her a message and she has never returnrd my call. I also called the office of Bruce Berman the owner of Harlem Furniture and was told he does not speak to customers by the receptionist Jenny. I was then referred to Mr. Berman's assisstant Sharon Wojenski. I have not received any call backs to date from any of the superiors. Joyce informed me before refering my call over to Karen Thompson that she would contact the manufacturer of the furniture and get back to me the next day which I still haven't heard from her.

All I am requesting is for my furniture to be fixed and to be suitable for sitting on. I am very upset and offended by the treatment I have received from Harlem Furniture.

Sheree
Bolingbrook, Illinois
U.S.A.