Knoxville unpainted furniture store's move leads to confusion fo

Knoxville unpainted furniture store's move leads to confusion for customer

Posted:
The big yellow sign advertising Bill Cox's Unpainted Furniture is familiar to thousands of commuters along busy Kingston Pike. The big yellow sign advertising Bill Cox's Unpainted Furniture is familiar to thousands of commuters along busy Kingston Pike.
Aja Newberry went to Bill Cox's Unpainted Furniture nearly two months ago. She's a licensed and registered massage therapist in Pigeon Forge. Aja Newberry went to Bill Cox's Unpainted Furniture nearly two months ago. She's a licensed and registered massage therapist in Pigeon Forge.
Aja Newberry said she had to put down a deposit of $138, or 75 percent of the purchase price. The cabinet was supposed to be ready by the end of April. Aja Newberry said she had to put down a deposit of $138, or 75 percent of the purchase price. The cabinet was supposed to be ready by the end of April.
We found the store's new location on Chapman Highway and happened to arrive on opening day, where we found Bill Cox and asked him about the cabinet. We found the store's new location on Chapman Highway and happened to arrive on opening day, where we found Bill Cox and asked him about the cabinet.
By DON DARE
6 On Your Side Consumer Investigator

KNOXVILLE (WATE) - A Knoxville furniture store moved its location a few weeks ago, but apparently didn't let some of its customers know about the change.

This is an issue that likely could have been resolved with better communication. Usually if a store is about to be closed or move, customers who have placed an order would likely be informed about the store's new location, where their merchandise can be picked up when it arrives.

That didn't happen for Dandridge resident Aja Newberry.

The big yellow sign advertising Bill Cox's Unpainted Furniture is familiar to thousands of commuters along busy Kingston Pike.

Newberry went to Bill Cox's Unpainted Furniture nearly two months ago. She's a licensed and registered massage therapist in Pigeon Forge.          

"I went there in March 20. I ordered a corner cabinet like five feet high, 24 inches wide. It was unpainted. I could paint it the way I wanted it and everything," Newberry said. "They had one there, but they said they'd have to special order mine."

Newberry said she had to put down a deposit of $138, or 75 percent of the purchase price. The cabinet was supposed to be ready by the end of April.

"They said, 'We'll call you and you can come out here and get it.' I said, okay," she said.

Newberry says at the end of April there was no call, so she went to Bill Cox Furniture on Kingston Pike. She discovered the building was closed and the doors were locked.

However, Newberry says while at the store the week before last, there had been a man inside the store who asked if he could help her.

"He says, 'Well I'll call the owner.' So he calls Bill Cox himself. He says, 'Let me go get your information,' and he comes out with a piece of paper with my name on it," said Newberry. The man told her her cabinet hadn't even been ordered.

Newberry asked why. She didn't get an answer, but was told someone at the store would get back with her. No one did.

We tried the store's phone number, but got a recording that said the number was no longer in service. We checked the store again, looking for information. Was the place closed for good, or had it moved?

Newberry was told the business had moved to South Knoxville, but she couldn't find it.

We found the store on Chapman Highway and happened to arrive on opening day, where we found Bill Cox and asked him about the cabinet.

"You know Don, I'll probably have it. As you can see, we are doing our grand opening here," said Cox. "If you will give me about a week to see when it's coming in, I'll call you back."

Instead of calling us, we suggested to Cox that he call Newberry.

"If you'll give me a day or two to go through the boxes, I'll be more than happy to call her back," said Cox.

Within hours of our interview, and after checking her sales order, Cox agreed to refund Newberry her money. She's pleased with the response.  

"I have got still stuff here that has customers' names on it," Cox told us.

Cox says he will also call other customers whose orders have arrived, letting them know about the store's new location.

We want to emphasize that Bill Cox's Unpainted Furniture, which he now calls Unpainted Furniture Depot, is in no way connected to another store with a similar name, Bill Cox Furniture.

Bill Cox Furniture is a full service store located in West Knoxville at 10513 Kingston Pike. The two stores had similar names, but different owners.
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