Complaints

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date 3/4/2024 from the Furniture Warehouse. King size bed price $756.19.This bed has now broken 3 times - the last in the middle of the night while we were sleeping. It is poorly designed with three small legs to support a king size bed. We have Luxury Vinyl Plank (LVP) flooring and the company is blaming the floor causing the legs to 'skew' which puts the entire weight of the bed on the spine, and it breaks. We requested reselecting another bed and the company refused. They will be sending delivery people out to fix it AGAIN, and we then wait for it to break again. We are requesting a DIFFERENT NEW BED, PLEASE.

  Business response

  11/13/2024

  Please see attached response

  Customer response

  11/16/2024

   
  Complaint: 22473802
  
  I am rejecting this response because:

  We disagree with The Furniture Warehouse response and offer the following:

  Their first paragraph, stating that June 21 was their initial visit to our residence.  This is incorrect as it was several weeks prior that they showed up with the wrong size parts for the repair, even though they were explicitly told the issue was in the Master bedroom with the King size bed. The repair tech was given the wrong parts by their customer service people.
  At this time, they did NOT make any carpet suggestion.  AFTER the repair was made, customer service representative *** mentioned that we should possibly use anti-skid pads under the legs to keep them from sliding.  I am on disability, and there is NO way I could be expected to disassemble the bed to put anti-skid pads under the legs.  We went with the repairs that they had done.
  As stated, they returned once again on July 26 due to the spine breaking AGAIN.  At this time the delivery folk that they sent to repair the bed put anti-skid pads on the bottom of the legs that I had purchased at **********, as per their suggestion.
  Once AGAIN a delivery team came to repair the broken bed on October 28.  This time, I had purchased an anti-skid carpet runner and asked the team to place it under the legs, which they did.  This is where we currently are.
  We get in the bed nightly just waiting for the next issue to arise.  It has been very trying working with their customer service people.  It appears to us that you are great people when you are buying something, but you quickly become persona non grata as soon as you have an issue to address.  I would also like to add that *** admitted that the bed design was poor at best, but thats what you get nowadays.
  I will state that each time we were offered a solution, we tried to follow what they suggested other than the time we couldnt be expected to disassemble the bed ourselves to put anti-skid pads under the legs. 
  We do not understand their statement that the damage appears to be from external factors WHAT factors, please.
  Weve stated our reasonable resolve a replacement bed.  We would be willing to pay the price difference if what we select is more expensive.
  We wish this complaint to remain open and active for the longest duration possible.  If there is something we need to do to keep this complaint active, we asked that we are informed of this by the BBB.  

  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought over $5k in furniture. Had all kinds of problems getting delivery and product. Finally put a dispute on our credit card. After we agreed , they promised to deliver the remainder of our furniture. Its been 3 months and they owe us over$1600 . They wont answer our calls or emails.

  Business response

  11/13/2024

  Please see attached response

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The exact store location was not available on the drop down. The store location is on 18th st in ********, **. We went into the establishment and over the course of 2 days bought three pieces of furniture. We spent $2,125 and change on furniture. Was told 2 pieces were in warehouse and could be delivered the end of that week on 7/19 and the third piece would be delivered in mid to late Sept. 1 piece of furniture showed up on 7/19. The other was damaged. Got an estimated replacement delivery of 8/15. 8/15 came and went with no furniture and no communication from company. I made a phone call to ask about where furniture was. Told it would now be an estimated delivery of 8/29. 8/29 comes and goes, again no furniture and no communication. I call again, she tells me I see it could possibly come 8/30 or 9/22, let me call you back with exact date. She calls back and leaves a message that it wont be estimated to be delivered until 9/22. I understand shipping issues, but as a consumer who spent well over 2 thousand dollars I feel like Im getting the run around and I really do want this particular furniture. Ive sent an email to the company with a manager who responded with, If you have any further questions you can call me there was no concern of resolving this issue. Is this standard practice that Im not aware of?? Im going on 2 months missing 2/3 of my order.

  Business response

  09/24/2024

  Please see attached response.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Table has manufacuter defect. I received the table and 1 month later marks are appearing on the marble.I tried to resolve this with Furniture Warehouse , will no resolution.

  Business response

  06/26/2024

  Please see attached file

  Business response

  06/26/2024

  Please see attached file

  Customer response

  06/27/2024

   
  Complaint: 21840311

  I have enclosed a photo of the etching solution I purchased which did not resolve the spot

  I have been in and out of town and just recently noticed there is a very slight chip in the corner of the table as well I have enclosed a photo of that.

  I did not use any acidic chemicals or put anything porous on the table the table was always covered with placemats and table runner. You will see this in previous submitted photos.

  There is as well a elongated spot coming through.

  I only cleaned the table once with water and **** dish soap.

  I m totally dissatisfied with this table and the company.

  I I'm looking for a total refund.

  
  
  I am rejecting this response because:  see above.

   

   

  Thank you
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a cocktail table from this location and had excellent service. I did not realize (and admitted this was my fault) that the return policy was 7 days. After sitting with the cocktail table (my husband was out of town for awhile when it was delivered) we realize the wrong table was sent to us. Many of these tables sort of look the same. I did call them and when they told me about the return policy I admitted my error in calling late. The sales woman told me to sell it on ******** Marketplace. She then sent me to her boss. He never responded and sent me to the customer service who said not their issue. he then said I was late --which I knew. I simply asked to have them replace it --and swap it out. So --today when I went to post the negative review. I found a similar issue with the SAME TWO TABLES !!!! from 2022. The same two tables --the woman ordered the one I received --and got the one I wanted. I was told they never make a mistake like this ever. She was within the time frame and got nowhere. They refused to take it back--when I read that I realized they were NEVER going to take my table back even in the 7 days because they refused her she got so fed up she kept the table. This tells me this is a potential bait and switch practice that the business might be doing to others. It's too coincidental IMO and I would like you to investigate this business please. All I wanted was to swap out the table --simple -- and they stood by an archaic 7 day policy. They lost a customer who had been happy with the service and the delivery team as well.

  Business response

  05/31/2024

  Hello,
  

  We are deeply sorry to hear about your negative experience. After speaking with the sales representative and reviewing the documentation, we confirmed that you received the table in the color that was ordered.
  

  Your order was delivered on 5/5/2024, and we did not hear from you until 5/19/2024. Unfortunately, this was outside our 7-day reselection and return policy, which you accepted as part of the sales agreement on 4/13/2024.
  

  On 5/20/2024, our sales team noted that you visited our store to express your concerns, and it was confirmed by your husband that the color of the table matched your order.
  We value your business and hope to serve you in the future. However, due to our store policy, we are unable to offer a reselect or refund this far outside the period of sale.

  Customer response

  05/31/2024

   
  Complaint: 21735970
  
  I am rejecting this response because:

  we did not visit the store again. We did not. That is false. Never went in on the 20th We spoke on the phone to the sales person. Then they sent me to furniture repair. Then finally back to the manager.  My husband confirmed we wanted the white table in which we were going to replace the handles. When I called the sales person and I said did we buy the table with the handles that needed to be replaced. She said yes. That was not the table delivered. We understand we take responsibility for not calling in time. We did not know the policy was 7 days. We apologized profusely and in good faith asked them to let us exchange it  sales person the table we wanted   Additionally two years ago a woman received our table instead of the one she ordered which was the one we received.   same thing they switched the tables in the 7 days they refused to return it  so they had no intention of returning it to us even in the 7 days. This is a pattern. the salesperson knew we wanted white so why did an alabaster table come  again we recognize it was not in the 7 days but they did not recognize the 7 days for that woman in the timeframe  

  Sounds like a mistake or a bait and switch tactic. 
  Sincerely, 
  
  *******************************

  Business response

  06/14/2024

  Hello,
  

  We apologize for any frustration and confusion regarding your recent purchase. We understand your concerns and appreciate your feedback.

  After careful review of our records and conversations, we confirm that the table delivered matched the order placed. We also understand that there was some confusion regarding the color and the handles, which led to your dissatisfaction.
  While we regret any inconvenience caused, we must adhere to our store policy. Our 7-day reselection and return policy is clearly stated in the sales agreement, which was accepted on 4/13/2024. Unfortunately,as your complaint was raised on 5/19/2024, it falls outside of this policy window.
  We understand that there might have been a miscommunication regarding the policy, and we apologize if it was not made clear at the time of purchase. However, due to our store policy, we are unable to offer a reselect or refund beyond the 7-day period.
  We value your business and hope to have the opportunity to serve you better in the future. If you have any further questions or concerns, please do not hesitate to contact us.
  

  Thank you for your understanding.

  Customer response

  06/17/2024

   
  Complaint: 21735970
  
  I am rejecting this response because: it is not true. I have a photo of what I ordered and it did not match what they delivered. I admit I did not realize at first because many of these tables do look the same. The saleswoman even agreed I bought the one that needed the handles changed. I will never do business or recommend FW ever ever ever to anyone.  All you had to do was replace it with the one I ordered. Instead you told me to sell it on FB. You have a history of doing this and your reviews are awful. Had I read them I would never have stepped foot in your store. 
  We are talking about 700$ here not $7000. Why dont you want goodwill. Policies can be bent. But you dont bend because in reading all the miserable reviews this is your MO. 
  You should be ashamed to conduct business this way   And as stated others have tried to return in the 7 days and you reject that. So dont use the 7 day as the excuse. You had no intention of taking this back.  Happy customer. Buys again. Unhappy customer will tell everyone to stay away from all FW stores.  The good news you live up to your awful reputation.  I dont need a return response. The kind thing would be to take the table back. But again not in your DNA to do that. 
  

  its why consumers are moving to Amazon. And away from brick and mortar. 
  
  *******************************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this mattress 3 years ago. From furniture warehouse. Serta denied my warranty claim. I have been having back pain from sleeping on it. Furniture Warehouse have been notified of the problem as well. I have been in contact with ***. After *** told me that serta denied my claim she didn't offer any other solutions. No discount for a new mattress and no refund. I don't appreciate the treatment I'm receiving from serta or furniture warehouse. I feel like I've been robbed and disregarded!

  Business response

  04/03/2024

  Dear *************************,
  
  We appreciate you taking the time to bring your concerns to our attention via the Better Business Bureau. We understand the frustration you *** be experiencing regarding your mattress purchase from The Furniture Warehouse and the subsequent warranty claim denial from Serta.
  
  After a thorough review of your case, we regret to inform you that, as per the manufacturer's assessment, your mattress does not exhibit any defects covered under the warranty. Therefore, we must adhere to the manufacturer's decision regarding warranty claims. We want to assure you that we stand behind the products we sell, but our ability to intervene in warranty matters is limited to the manufacturer's policies and findings. Mattress are a personal comfort issue. With health and back issues that come up in life, a need for a different style mattress could now be required.
  
  Regarding your dissatisfaction with the treatment you received from our team, we apologize for any inconvenience or disappointment this situation *** have caused. We understand the importance of quality customer service, and we aim to address all customer concerns to the best of our ability. However, in this instance, given the manufacturer's determination,we are unable to offer a refund or replacement for your mattress.
  
  We empathize with your discomfort and acknowledge your desire for a resolution. While we cannot provide a refund for your purchase made three years ago, we are more than willing to assist you in finding a suitable replacement mattress. Our team is knowledgeable about our current inventory and can help guide you towards options that *** better meet your needs for a restful night's sleep.
  
  Additionally, we recommend exploring the possibility of selling your current mattress to offset the cost of a new one. This approach can help alleviate some of the financial burden associated with purchasing a replacement.
  
  Once again, we apologize for any inconvenience you have experienced and assure you that we are committed to ensuring customer satisfaction to the best of our ability. If you have any further questions or concerns, please do not hesitate to reach out to us directly.
  
  Thank you for your understanding and continued support.

  Customer response

  04/09/2024

   
  Complaint: 21513310
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  04/10/2024

  I am very upset about Furniture Warehouse's response to my claim. I spent my hard earned money for my mattress. I've had it for only 3 years and it is no good.  I know people who've had mattresses longer and it doesn't look like mine. They are suppose to guarantee their products %100. They offered to help me find another mattress.  They didn't offer me any type of discount or anything. It's a slap in the face. For them to believe that I'll shop again with them after this treatment is absurd! This entire situation is unacceptable!

  Business response

  04/29/2024

  Better Business Bureau of ************
  Case# ******** *************************;              
  
  
  To: BBB Processing
  From: *****************************
  
  ******************* ordered a queen ******** set on 03/22/2021.  The delivery of the ******** was made on 03/23/2021 and the customer signed the delivery notice stating that the items were received in good condition and free from damage.  
  
  The product the customer ordered came with a ten-year manufacturers warranty.  This warranty only covers manufacturer defects.  The customer contacted us with a complaint before their claim to the BBB. Our customer service team requested photo documentation of the issue to determine its severity. From these photos we determined that the ******** showed normal wear and the customer was subsequently directed to Manufacture of the Serta Bedding customer service team to further investigate.  After reviewing the complaint both our customer service team and the manufacturer Serta Bedding deemed that the wear to the ******** were due to normal wear over the period of ownership.
  For the last 35 years, we have strived to provide excellent customer service. 
  
  *****************************
  Staff Accountant
  The Furniture Warehouse

  Customer response

  04/30/2024

   
  Complaint: 21513310
  
  I am rejecting this response because: They are lying! They are saying that the warranty only covers the manufacturer. This is not true at all. The Furniture Warehouse sent me paperwork numerous amount if times. The paperwork mentioned body Impressions etc. They also said they take great pride in the quality of the products that they sell. I'm not seeing the quality of the product and that's the issue here!
  
  Sincerely,
  
  *************************

  Business response

  05/13/2024

  Please see attached response as well as images for documentation. 

  Customer response

  05/17/2024

   
  Complaint: 21513310
  
  I am rejecting this response because: This is unacceptable! The average mattress is supposed to last 7-10 years! I've had mine for 3 and the condition is horrible. The manufacturer are in the wrong for supplying a unsustainable product.  The Furniture Warehouse are wrong for selling it! I have been robbed of $700!
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a new leather sofa and loveseat. After a few months the leather started discoloring and coming apart. **************** has been terrible. We were promised repairs months ago and nothing happened. The product is not what was represented. We would like a full refund.

  Business response

  02/05/2024

  Please See Attached Document

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Leather detestation in 3 Yrs

  Business response

  02/02/2024

  Please See Attached

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I recently bought a mattress and foundation from this store. When they were delivered to our home the foundation was not what we thought we were getting. We were never consulted re the sizes of foundation that the store had available and what we wanted. Why?? The salesman only old us the price of the mattress. So we called the store and complained. The store stated that they would get us the right sized foundation and they did.They charged us a $160.00 restock fee for the foundation we didn't want!! It was the store's mistake not ours for not giving us a choice re the right size foundation we wanted. So we're asking for a refund only for the $160.00 restock fee,They did offer us a $100.00 in store credit. But we have no desire now or in the future to buy anything from.that store!! Seems like managed has no idea of what 100% customer satisfaction is!Thank you ****** & *****************************

  Business response

  10/09/2023

  
  Dear Mr. and *********************,
  
  I hope this letter finds you well. We appreciate the time you've taken to express your concerns regarding your recent experience with The Furniture Warehouse.
  
  Upon reviewing your case once more and considering the circumstances surrounding your purchase, we understand that there may have been some confusion regarding the foundation size you selected. However, we would like to clarify our position on the matter.
  
  Our records indicate that during the purchase process, you were presented with various foundation size options to complement your mattress. Based on the information provided by our sales team, you made a selection, and the corresponding foundation was delivered to your home.
  
  While we empathize with your desire for a different foundation size, it's important to note that our team acted in accordance with your **************. Therefore, we must maintain our policy regarding the restocking fee associated with returns, which was applied due to the nature of the request.
  
  We want to emphasize that our intention has always been to provide you with the best possible shopping experience, and we have taken immediate steps to ensure that you received the correct foundation size as soon as we were made aware of the issue.
  
  In light of these circumstances and our commitment to treating all customers fairly, we believe that the restocking fee was applied appropriately in accordance with our policies. As such, we are unable to waive this fee.
  
  We remain committed to resolving this matter to your satisfaction within the parameters of our established policies. Our goal is to ensure that you receive the products and service you expect from The Furniture Warehouse.
  
  If you have any further questions or require additional assistance, please feel free to contact us. We are here to support you and address any concerns you may have.

  Customer response

  10/12/2023

   
  Complaint: 

  
  I am rejecting this response because:
  

  Again, the salesman NEVER brought the foundation subject up and instead ONLY showed us the different kinds of king size mattresses that we were interested in buying.

  Again, if we had been informed that there were different foundation sizes, we would have gotten the right ones delivered and this mess would would have never happened and there would not have been no stocking fee!! I tried pleading my case re the above but to no avail!

  Most businesses have a motto that the customer is always right.. This business doesn't seem to believe in.that!  So I will NEVER enter this business again!!

   

   

   

   

   

  
  Sincerely,
  
  *****************************

  Business response

  10/15/2023

  Thank you for your response, ********************,
  After further investigation with our sales team, we have found that the foundation size was appropriate for the product that you had selected.
  Moreover, when inquiring about an exchange of the foundation when in-store our sales team informed you of the restocking fee and there was no dispute then as you continued with this exchange.
  Since you were provided with the correct products and well-informed of the restocking fee before the exchange occurred, I am sorry to inform you that we will not be able to issue a refund.  We did offer a $100 store credit for any future purchases and we have many items under $100 like lamp,pictures or accessories.
  If you have any further questions or require additional assistance, please feel free to contact us. We are here to support you and address any concerns you may have.

  Customer response

  10/23/2023

   
  Complaint: 20686480
  
  I am rejecting this response because:

  This business STILL will not admit their mistake re the foundation issue.

  When the foundation was delivered and the mattress & foundation was put on a 9" high bed frame the bedding was 36" high! My wife had to get on a step stool to get on the bed!!

  Yes we were informed of the restocking fee, but we were trying to AGAIN admit their mistake re getting the wrong foundation in the first place and therefore we should have not chargec us a restocking fee!!

  We have totally disowned this business so we don't want any future communication with them!!

  We hope that they get an F grade re this issue

  Thank you

   

  We thank the BBB for their help

  ****** & *************************

   

   

   

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a wood dining room server on Aug 9, 2023...both sides are finished. It was fully boxed. Got it home and the back wood panel was totally damaged. No one checked this product before it left their facility...the service department verified that fact. That's not their job I was told! A service repair man was sent to repair. He said it could NOT be repaired...the wood was totally defective. I was told I could get $50 back (an estimate for repair was going to cost me $200 or more), or I could drive it back an hour away to their warehouse, or I would have to pay to have it delivered back to the store. In addition, if I wanted a refund on this damaged product, I would have to pay a 15% restocking charge. No problem if I simply changed my mind. However, it was so damaged their own service man couldn't repair it. They expect the customer to pay the cost of returning defective merchandise. I will never buy or recommend Furniture Warehouse to anyone!!

  Business response

  09/28/2023

  I hope this letter finds you well. We would like to address the recent complaint filed by our valued customer, ***********************, regarding their purchase experience with The Furniture Warehouse. We appreciate the opportunity to provide a detailed account of the situation and the steps taken to resolve it.
  
  According to the customer's complaint, they purchased a wood dining room server from our establishment on August 9, 2023. Upon receiving the product at their home, they discovered significant damage to the back wood panel. The customer asserts that no one had inspected the product before it left our facility, which led to the delivery of a damaged item. Our service department verified the customer's claim and acknowledged that the product was indeed delivered with damage.
  
  To address the issue, we initially attempted to resolve the matter by offering a service repair to restore the server to an acceptable condition. Regrettably, our service technician determined that the extent of the damage rendered the server irreparable due to inherent wood defects.
  
  Understanding the customer's dissatisfaction, we presented several options for resolution:
  
  Partial Refund: We offered a $50 refund to compensate for the customer's inconvenience. This amount was provided as an estimate for potential repair costs, which the customer could use as they saw fit.
  
  Product Exchange: Recognizing the irreparability of the server, we offered to exchange the damaged product for a new server.

  The customer accepted the exchange option. The exchange took place on September 27, 2023, with the customer receiving a replacement server in good condition.

  While we firmly believe that we have resolved the customer's complaint to their satisfaction through the product exchange, we remain committed to ensuring their complete satisfaction. Should any issues arise with the exchanged product or if the customer requires further assistance, we are ready and willing to work closely with them to address any concerns promptly.
  
  We deeply value our customers and their trust in our products and services. Our commitment to providing quality furniture and excellent customer experiences remains unwavering. We have been committed to providing excellent customer service for the past 35 years. 

  Customer response

  09/29/2023

   
  Complaint: 20648652
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  10/03/2023

  SIMPLE...Furniture Warehouse does not take responsibility for damaged merchandise.  Again, they offered me $50 for a repair that was going to cost me over $200 to have it repaired by a reputable furniture repair company.  Their own furniture repair person said he could NOT repair it!!  If I wanted to drive over an hour to exchange the server at my cost and my time, they would replace it.  We did so and the 2nd server was damaged too.  I wanted a refund, but they were going to charge me a 15% restocking charge!!   Finally, the 3rd was acceptable.  How would you feel???  Guess what...we will never shop there again!!   We will never recommend them, and we will let everyone know what a terrible, non-customer oriented store ********************************************* really is!!   I owned my own retail store for 20 years and would never have treated a customer as if my product issues were their problem!!  That's it...we want nothing further from them which is what we felt we got!!!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩