Consumer complaint received 2021-03-23
Company: ACIMA CREDIT, LLC
State: NC
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with additional add-on products or services

Complaint:
On XX/XX/2021, I was approved online for {$3100.00} for a living room set and a King sized bedroom set. Upon arrival to XXXX XXXX XXXX, I was able to find furniture and set up an delivery for next day. On XX/XX/2021, my furniture was delivered. The store delivery men put my bed together very quickly and proceeded to leave this premises. I inquired about my mattress and the mirror to my dresser as both pieces were missing and was told they forgot it and would come back a few hours later to deliver it. Around XXXX, I received my mattress but no mirror. The delivery guy told me wait a few hours to sit on the bed as the mattress and bed needed to rest. I obliged and decided Id sleep in the couch for the first night. I called the store to tell them that my mirror was missing and they told me that it was out of stock. They would call me for pick up once they have it shipped. The night of XX/XX/XXXX, the very first night were actually slept on the bed, something felt extremely odd about the bed because it was sitting so low and with every movement the bed sounded like it was breaking. My husband and I checked behind the headboard and seen that the bed legs are so far out they looked to bent. I checked under the bed and sure enough all eight of the bed legs are bent significantly and two wooden support beams that were holding legs up were completely broken off. I took pictures of every angle and did not sleep on the bed after that night. XX/XX/XXXX, I called the store and told them what happened and they explained to me they can order replacement parts as they did not want me to be charged an return fee of 25 %. For the next 4 nights, me and my husband slept in our couch. I had not received any calls or correspondence from the company so I went to the store to speak with a manager. I was told the manager was not there and they would again order the parts and reach out. I was also advised that the legs may have been breaking due to my hardwood floors and that I should buy rubber leg grips for the bed. After leaving, I went to purchase the rubber leg supports for my bed. I went home and placed them under each of the eight legs, after doing so I sat down on the bed watching tv for a few hours and heard the bed creak again. The legs began to bend even further this time as if they were sliding. 2 additional days of sleeping on the couch, I made several calls to the company as to ask where was my replacement parts and was told once again someone would reach out. I called Acima credit to find out what they can help me as the store was not in any way shape or form communicating with me. I was told Acima couldnt help me with anything until XXXX XXXX reaches out to me. The next day I went back into the store to speak with a woman named XXXX. She expressed she doesnt know what is going on and another worker said, I think we have some in the back room. She proceeded to take us there and hand us the replacement parts and also our mirror. Once arrival to my home, we attempted to put the mirror up only to realize that it was the wrong mirror. I called the store and told them and they suggested we bring it back. Me and my husband began to put the replacement parts video recording every second of it. There was no drilling or alteration required as we put the parts on the screwed them in the exact same holes with absolutely no damage to anything of the parts or furniture. I laid on the bed and within a few hours I began to feel very uncomfortable. The center of the bed was sinking again and the legs were now bent drastically all over again. I reached out to resolution department at Acima again and was told they would request me to return the furniture. I received an email from Acima stating my furniture can be return without penalty ( stated in my lease ) and to take pictures of all of my furniture and send it to Acima via email and someone will reach out to me to schedule a pickup. The went to XXXX XXXX XXXX to find out how can resolve this. At contract signing, I was told by XXXX also as stated in my contract that I can return the furniture if there was any issue. This day, they refused to take it back and stated they can order more replacement parts so I can reenforce the bed myself. I told her I am not equipped to do such a thing and this would be the third set of replacement parts sent out. I reached out Acima credit again and verbatim explained was in my lease to Acima and XXXX XXXX. Acima told me are the current owners of the property but can now only offer a settlement because they do not have any pickup teams available in my area. If I except the terms, I would pay 2/3 of the full amount in 90days and it would report negatively on my credit as settled for lesser amount and I wouldnt be able to purchase from them again. Both companies breached their contracts with me. I havent able to sleep on my bed in over XXXX weeks.

Company response to consumer: Closed with explanation