PSI: Couple struggles to get refund

By Jamie Boll - bio l email

Cabarrus County, NC (WBTV) -  Dianne Deese knew exactly what she wanted in a new sofa.  She also knew exactly what she wanted when the furniture store couldn't deliver.

"I just said I want to get my money back," said Deese sitting on the old sofa she was hoping to replace.

Getting a refund has proven to be a challenge.

Deese and her husband Reid ordered the sofa, a chair and an ottoman from Frank Honeycutt's Furniture Company in Kannapolis in late December.   The couple paid half of the $2600 total price up front.  They were told the furniture would be arrive in six weeks.

Just when the Deese's were expecting their new furniture to arrive they say Honeycutt's told them the leather they picked out was not available.  A few weeks they were shown some other material samples.

"We were trying to work with them," said Reid Deese.

"I said I really don't like any of these," said Dianne Deese. "I said I really like what I had picked out originally."

The couple told the salesman they just wanted their money back.   He told them approval would have to come from owner Chuck Thompson.

The Deese's, six-months after placing their order, are still waiting to here back from Thompson.

We went in search of Thompson as well.  His showroom is massive.  His staff is not.

We found only one employee who told us she doesn't even have a phone number to reach Thompson.  We left a message and so far it has not been returned.

The Better Business Bureau says complaints about Frank Honeycutt's Furniture Company are starting to stream in.

"They have an 'F' rating, " says BBB President Tom Bartholomy.  "It's the worse rating we can give a company and they earned that rating because of basically ignoring customer complaints."

Bartholomy says the complaints the BBB has received are all similar.  The company is not able to provide the furniture ordered and is only offering store credit in return.  Bartholomy says if a company can't provide what was asked for the customer is entitled to a cash refund.

The BBB says it has seen enough similar complaints that it will soon forward them on to the North Carolina Attorney General's office.

As for the Deese's they are left to wait,  hoping to get their cash back so they finally get what they want.

"We tried to be honest and up front and fulfill what we were supposed to do, but we felt like they did not," said Dianne Deese.

Click on the red camera icon to watch this "Problem Solver Investigation."

You can also read the BBB's reliability report on Frank Honeycutt's Furniture Company by clicking on the link under additional information.