7766 S Tamiami Trl, Sarasota, FL | Directions 3423127.240021 -82.506265
Mon - Sat, 10am - 6pm
My husband and I are extremely disappointed by our experience with Bacon’s customer service. In November 2012, we purchased the Broyhill Stetson sofa and love seat as well a dining room table and chairs for $13,433.14 (including the 5 year protection plan for $349.99). As expected, our furniture was delivered in stages over a 60-90 day period. In late Jan/early Feb 2014 we received the sofa and love seat. After having it in our home for about 2 weeks, we noticed an odd wear pattern; the sofa is of distressed full grain leather so we figured it was normal. By May it was wearing orange and “peeling”. I called Bacon’s customer service department and was advised to call Montage Furniture Services, the company that provides the protection plan. After contacting Montage via the phone, I was told to initiate my claim online, print a form, draw a picture of the damage, mail it to them and once they received it, they would contact me. After mailing it and waiting 45 days for someone to contact us. I called again and complained, at which point an appointment was made for a representative to come to our home and assess/repair the damage; BUT the soonest a rep was available was more than a month later. Finally in August a rep showed up and said “No, we can’t fix this. It’s a manufacturing problem, call Bacon’s”. I called and a rep from Bacon’s came to our home in September; agreed that it was defective and that Bacon’s would contact me. Bacon’s never called. I called and found out that a replacement sofa and love seat had been ordered yet not received. It wasn't actually received by them until November. Here’s the problem, because we moved from Bradenton to Orlando in mid-September, Bacon’s would not deliver the replacement, after having told us in October it would be delivered to our home in Orlando when it was received. In November we were told it would be delivered on their next trip to Orlando without giving us an approximate date. Now here we are in December, with our replacement sofa and love seat still sitting in the warehouse in Port Charlotte. After numerous calls to customer service, we were finally told that they would not deliver it to our current address but rather to the address to which the furniture was originally delivered, knowing full well we had moved! We were told that they do not deliver to Orlando and they we would have to return the damaged sofa and pick-up the replacement. We were actually advised to rent a U-haul. In short, on Dec. 21, 2013 we took 9 hours out of our day, rented a U-Haul, drove 350 miles round trip, and spent $489.91 (the cost of the U-haul rental, mileage, and gas!!) to replace a sofa that was covered under both the original manufacturer’s warranty and 5 year protection plan. Basically, it took them forever to respond to our complaint, they didn’t deliver our replacement furniture, and it cost us. At the very least we should be reimbursed our $489.91. On Dec.23, 2013, I called Bacon's and asked to reimbursed, at that point the Operations/customer service manager denied that we were ever told to contact Montage, denied having sufficient time to replace our furniture, and denied that we were initially told that the furniture could be delivered to Orlando. She declined to reimburse us our out of pocket expense. We plan to file a civil suit.
Not cumtomer centric – The sales team and management have very little clue when it comes to providing top quality service to their customers. The shopping experience at Bacons was very poor.
The GM's total lack of business acumen was almost laughable if i wasn't trying to get almost $2k refunded for merchandise they did not have and I never took position of.
With all of the options open to consumers in Sarasota in regards to furniture please shop somewhere else. This should have been a relatively painless process. But at Bacons the customer is treated as if they are doing you a favor selling to you.
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