Complaints

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased several items from The Furniture Warehouse. It was delivered on a Sunday when I was out of town working. I arrived the next day to see that the items delivered were not the same quality as what I picked out on the show room floor. I called immediately to report damages and was told that they never have issues with their mattresses. "This never happens" I was told. After several conversations that were a waste of my time, they asked that I send pictures of the damage. Almost a week later, they finally agreed that the furniture delivered indeed had issues. I requested a refund and to return everything. I paid them over $2,600. 4 things I purchased and all 4 was damaged. They pointed out their policy that they only do in store credit. I understand why they would have that policy. I would recommend others to buy else where that sale quality products. So much of my time has been wasted dealing with this company. I have a $500 store credit I can't use from returning the mattresses. The sectional, I kept and we are on a second visit for them to replace a part that couldn't be repaired. The trundle bid wasn't put together correctly. I figured that out when I stepped on the two bolts they decided not to use to put the bed together. It's been a horrible experience with valuable time and good money wasted.

  Business response

  09/20/2023

  I am writing to address the BBB Complaint #******** filed by *********************** regarding her purchases with the furniture warehouse. We appreciate the opportunity to provide our perspective and evidence to resolve this matter.
  
  *********************** made several purchases from our store,including a daybed with twin mattresses on invoices ******* and B*******2,totaling $878.97 and $213.99 respectively, as well as a sectional on invoice ******* totaling $1604.99. These transactions were drafted on 7/12/23 and 8/11/23, with **************** paying a deposit of $800.00 for invoice *******.
  
  On 8/11/2023, before the delivery of the purchased items,**************** paid the remaining balance for her invoices using her **************** card. The charges of $1000.00 and $818.98 were processed, fully covering the remaining balance and leaving her invoices paid in full and her account in balance. The delivery of all the products occurred on 8/13/2023.
  
  Shortly after receiving the products, **************** reached out to our store to express concerns about the softness of the corners of one of the twin mattresses. Our sales representative explained that this characteristic was consistent with the mattresses in the showroom and was typical of this particular product. Both the salesperson and a manager communicated to **************** that she could choose to return the mattresses for reselect only, subject to our store policy's restocking fees (15% of the merchandise retail value) and redelivery and pickup charges.
  
  Our store policy, which is printed on our sales invoices,detailed in our pamphlets, and prominently displayed throughout our showroom,allows for furniture returns within 7 days of delivery for reselect only,subject to the aforementioned fees (15% restocking fees and pickup fees of *****). **************** was informed of these terms at the time of purchase and was reminded of them when choosing to return the product for reselect.
  
  In line with our policy, **************** authorized the return of the two mattresses on credit memo C5126702 and C5126701, creating store credits for reselection only amounting to $183.99 and $104.00 respectively. These credits are available for **************** to use for future reselection.
  
  In regards to the sectional, we currently have a service exchange open to swap out the wedge of the sectional, which will resolve the customers complaints regarding the sectional quality. When ************** was out to examine the issues with the sectional, he touched up the day bed as well, resolving any outstanding complaint regarding the construction of the day bed.
  
  Given these comprehensive facts and adherence to our store policy, we firmly believe that we have done everything in our power to resolve ****************** complaints. We are actively working to resolve outstanding service issues and stand behind the fact that **************** has a credit with our stores for reselection only in the amount of ******. **************** was aware of and agreed to our terms and conditions for return, and her authorization is documented.
  
  We kindly request that you consider closing this case with the BBB, as The Furniture Warehouse is actively working to resolve ****************** service issues. We are committed to maintaining transparency and upholding the integrity of our transactions, ensuring that all customers are informed and agree to our terms.

  Customer response

  09/24/2023

   
  Complaint: 20627010
  
  I am rejecting this response because:  I spoke with **** who agreed that the mattresses should not look broken as in the pictures I submitted to him and to the BBB. The edges are not "soft" but broken. Why should I pay a restock fee on damaged items?

  As for the sectional, the center piece has been replaced.  I am, however asking for a full refund of the mattresses.

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

  Business response

  09/27/2023

  I am writing in response to *************************** recent rejection of our previous response regarding her complaint. ****************, thank you for providing further details regarding your concerns. We take all customer feedback seriously and strive to address each issue promptly and fairly.
  
  Regarding your claim about the condition of the mattresses,I understand your frustration and apologize for any inconvenience you may have experienced. We appreciate your submission of pictures as evidence of the issues you encountered. It's important to note that our sales representative and manager initially communicated that the softness of the corners was consistent with the product's characteristics and not indicative of damage.Nevertheless, we acknowledge your concerns and take them seriously.
  
  Regarding the restocking fee, our store policy, which was communicated to you at the time of purchase and is outlined in our sales invoices, pamphlets, and prominently displayed in our showroom, allows for furniture returns within 7 days of delivery for reselect only, subject to restocking fees of 15% of the merchandise's retail value. We understand your perspective, and our intention is to maintain fairness and transparency in our transactions. Any inconvenience caused by these fees is regrettable.
  
  We appreciate your update about the sectional, and we're pleased to hear that the center piece has been successfully replaced to address your concerns.
  Regarding the mattresses, we want to clarify that you initially agreed to store credit for reselection only when you returned them,in adherence to our store policy. This agreement is documented and on file.
  
  Furthermore, we would like to inform you that this dispute has been successfully resolved with ***************** reaffirming our adherence to our original claim and our commitment to transparency in our transactions. We will not be offering a refund at this time, but will continue to affirm that the store credit is available to you for reselection.

  Customer response

  10/03/2023

   
  Complaint: 20627010
  
  I am rejecting this response because:  As stated of the merchant, I was told that I could return the furniture at that 15% restock fee if I did not want the furniture, if it did not fit the space and etc.  If I had been told that there would be a restock fee if the furniture was damaged, I would never have taken that chance and purchased anything.  All 4 edges caved completely in and the bottom was shorter than the top on both mattresses.  If you pull the whole conversation that I had with customer service, it was agreed that my mattresses were broken and could be returned.  If the policy is to take 15% restock fee on damaged items that had been clearly stated at the time I said I was doing the return.  I would have still made the return because they were broken, but at least it would not have caught me by surprise.  As far as **************** recharging the goods, it was only because the Warehouse policy says in store credit.  They told me that although the items were damaged, because the store's policy, if the store charged it back, they would have to accept the charge.  They said it was at the store's discretion to give me the cash back for damaged items or a store credit and may be since there was damage, they would give my money back.  So **************** investigation did not favor this company or me.  I hope that others learn from what I was not informed of when I did my purchase. 
  

  You mentioned the sectional.  It was exchanged out with the knowledge that it is not going to be a fit.  It is better but still not right.  I have been told that over time as the couch breaks down more, it will fit better.  Again, I wish it had been disclosed that with your sectional that it won't fit properly as I saw on the show room until over time as it breaks down.  I would have chose a different couch.  And to update you on the trundle.  I was able to find where the bolts should have been placed and it is properly put together now.  I do love that piece, it is perfect.
   
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear **** We are giving you full credit. We do not cover deliver. ******** Richmond The Furniture Warehouse ************************************************************************************** Phone ***************** Fax ************ *************************************************** From: TheFurnitureWarehouse <***************************************>Sent: Friday, September 15, 2023 10:55 AM To: ******** Richmond <******************************************************>Subject: FW Contact ** Request Submitted 2023-09-15 10:54:58 ************************* ***************************************************************** Email: ********************** Phone: ********** Invoice # ******* Delivery or Pickup Date: 11/06/22 Message:Good morning, I have just been informed by ***** after speaking with *** that we have been given store credit for a replacement sofa (Lane) which has proven to be defective multiple times. There are two concerns I have. First is that numerous Furniture Warehouse staffers admitted to me and my family that this particular product is defective and second is that your owner has dictated we must pay for shipping for the replacement. We have purchased an entire house of furniture from the ******** store since **************************************************************************** pay shipping. I've been told this is my only recourse outside of a lawsuit so I'm asking that the shipping also be included in my credit. Should you not change your decision the new replacement will be my last purchase from Furniture Warehouse and I will pursue action with the BBB and possibly beyond. I hope you reconsider as we have been great customers and as a business director myself I hate losing a customer especially over such an insignificant amount overall. My concern is not the money but how you are treating my family as customers especially from a family owned local company.I'm looking for credit on delivery charges.

  Business response

  09/19/2023

  Hello ****, 
  

  We would like to express our gratitude for your patronage and for being a valued customer of **********************. We deeply regret any inconvenience you have experienced with your recent purchase, and we appreciate your feedback, which allows us to improve our services. Regarding your concerns about the defective sofa you received, we understand your frustration and would like to address this issue promptly. Our goal is to ensure that you are completely satisfied with your shopping experience with us.
  In light of your concerns, we are more than willing to offer you full store credit for the replacement sofa. We will not charge any redelivery fees in this instance for your inconvenience. It is important to us that you receive a product that meets your expectations and our quality standards. We have shared this information with our customer service team so they can make the necessary adjustments for your reselection. 
  We value your loyalty and the trust you have placed in us as a local, family-owned business. We genuinely appreciate your continued support, and we want to make sure you have the best possible experience with us. 
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Bought & paid in full 4 pieces of furniture 6/26/23 Delivery we were told would be 7/25/23 7/25/23 came and went Two delivery guys showed up 7/27 unaanounced and delivered 1 of 4 pieces of our order The delivery contact told us the rest of our order will be in 8/10/23 Nobody from the Store called to advise us of the delay Called today 8/4/23 to see if the 8/10 delivery date was on track Now we were told the rest of thr order will be in by end of August ** wife asked if any of the other items were in the store Managed said yes 1 piece ** wfe asked if that piece can be delivered to offset the delays nobody made us aware of Manager said no. Store policy says we cant deliver this one piece unless we charge you another delivery charge You will just have to wait until the end if August ***** manager who his supervisor was He got indignant raising his voice stating HE was the store manager in a tone implying that he was the top of the management chain I asked him again who his supervisor was and he shouted the owner I asked for his or her name and contact info but didnt get an answer I told him with the less than acceptable response he gave us i told him after my order is in & delivered.we would not Be buying anything more from him.He said this conversation is over and hung uo on us Our delivery date continued to be bumped out I paid them if full 60 days ago and not getting the furniture

  Business response

  08/11/2023

  We wish to extend our sincere apologies for any inconvenience you *** have experienced regarding the delivery of your furniture order. Your feedback is of the utmost importance to us, and we are fully committed to addressing your concerns in a fair and transparent way.
  
  Having thoroughly reviewed the details of your order and taken into consideration both your account of the situation and the input from our store manager, ***********************, we deeply regret any misunderstandings that *** have arisen during your recent interactions with us. We understand that the delivery process did not unfold as seamlessly as we strive for, leading to delays and miscommunications concerning the delivery dates. Please accept our assurances that we are working to rectify this situation and ensure your complete satisfaction. We are actively taking steps to enhance our communication and service protocols moving forward. Rest assured that your satisfaction remains our primary concern, and we are dedicated to resolving this situation to your complete contentment.
  
  In line with this, we wish to inform you that we reached out to you on August 11th, 2023, and have scheduled the final delivery of your furniture for August 17th, 2023. This arrangement is contingent upon the receipt of your product at our warehouse by August 16th, 2023. Our aim is to ensure that you receive your furniture in a timely and efficient manner. Should you have any specific preferences or arrangements you would like to discuss in relation to the delivery of your furniture, please do not hesitate to contact us directly. We highly value your feedback, which plays a crucial role in our continuous efforts to enhance the customer experience.
  
  Once again, please accept our apologies for any inconvenience you have encountered. We deeply appreciate your understanding as we work hard to address this matter. Thank you for affording us the opportunity to make amends and offer you the great service you deserve. 

  Respectfully, 

  *****************************

  Senior Staff Accountant 

  The Furniture Warehouse

  Customer response

  08/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a extended warranty the covers 5 years on the electrical, motors, Frame mechanisms and 3 years for fabric protections, we were told the since we have moved the warranty is voided, we have had this fixed 2 times with our present address and they say that the dont have any record of the repair, but there is nothing in the paperwork saying thats is voiced if we move

  Business response

  07/10/2023

  July 10th, 2023
  
  Better Business Bureau of West *******
  Case# ******** ***************************** # *******
  
  To: BBB Processing
  From: The Furniture Warehouse
  
  According to our records, ******************** purchased an extended warranty from our company when purchasing her sectional from us on invoice *******, which provides coverage for 5 years on electrical components, motors,frame mechanisms, and 3 years for fabric protection. The terms and conditions of our shield protection plans, specifically identified that the warranties are indeed void if the customer is not at the original delivery address. This is listed in the documentation that is presented to the customer when they purchase their products. Therefore, we are unable to service the product at this time. We have attached a copy of the policy sheet.
  
  In light of this situation and to address ************************ concerns, we want to inform the Better Business Bureau that our customer service department is reaching out to ******************** directly. We will offer her a refund for the amount paid for the protection plan as a gesture of goodwill.Our team will work with her to ensure a smooth and timely resolution. We kindly request your assistance in updating the status of the complaint accordingly and maintaining open communication between The Furniture Warehouse and ******************** throughout this process. We appreciate the Better Business Bureau's involvement in facilitating communication and ensuring a fair resolution for both parties.
  
  Should you require any further information or documentation to assist in the resolution of this complaint, please do not hesitate to contact us. We appreciate your attention to this matter and the opportunity to address ************************ concerns. For the last 34 years, The Furniture Warehouse has strived to provide excellent customer service.  
  
  Respectfully,
  
  *****************************
  Senior Staff Accountant
  The Furniture Warehouse

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leather flaking, cracking and discoloring after 1 month. Noticed also a 4 inch box cut on the exterior arm of the sofa. I purchased the set 6/21/22. Paid ********. It been over 6 months still not resolved. They said they ****************** so I'm waiting for the replacement and while waiting more defects are appear. You can't speak to anyone other than the staff that orders the part. The parts are still no where in sight. Time to act. Its obvious they don't care. They are hoping you shut up and go away.

  Business response

  01/26/2023

  The Furniture Warehouse agrees that there have been delays in servicing the defects in the customers order. We are actively working to resolve these manufacturer defects through our client service team. Our service team has confirmed that parts were received to address the customers service problems for their Sofa.We have reached out to customer ****** to explain that the parts were received and that we will be scheduling our service tech to replace the seat and outside panel of the leather sofa. These are all component parts and are easily replaced. The customer has brought up additional service issues to our client service team as of 1/26/23 regarding the recliner that is in her home. We plan on working with the vendor to get these additional issues resolved as soon as possible. We have updated the customer on the status of her service as of today and believe that we are in good standing with the customer. 

  Respectfully, 

  **************************;

  Senior Staff Accountant 

  The Furniture Warehouse

  Customer response

  02/06/2023

   
  Complaint: 18895188
  
  I am rejecting this response because: I called Furniture Warehouse and spoke to *** who is the only person I have been able to have contact with.  The original resolution to my problem was they were looking for a sofa to take parts off and to replace the defected parts on my sofa and now chair. I spoke to *** last week. She said they got the sofa and found a blue streak on the part that was going to be used for my sofa and the seat for the chair she was holding off because she was going to contact the owner, I believe this was last Wednesday.  Friday she called to let me know the owner was not available and would have to wait until this week.  This is going on over 7 months!!! Still I'm being fed one excuse after another.  Time to get this issue resolved.  I has inconvenienced me and I have to entertain company and family with disgusting looking furniture. *** had to apologize for looks and explain why I'm still having to live with this.  I want resolutions not excuses anymore. I sent an email to *** this morning explaining that time to act on this.
  
  Sincerely,
  
  ***********************

  Business response

  02/08/2023

  The Furniture Warehouse, through diligence, noticed that the replacement part that was going to go into the customers home was imperfect. To try to avoid additional issues, we chose to let the customer know that the part was not usable and that we would have to get a part that was of better quality for the customer. *** has been in touch with one of the owners of the company, who has agreed to allow us to part out one of the sofas that we have in stock to get the replacement part needed to resolve the customers imperfection. We are transferring the sofa to be parted out and will have it in our possession on 2/8/23. Once we have the appropriate part, we will be able to schedule our service technician to resolve the manufacturer defects for the customer. 

  Customer response

  02/10/2023

   
  Complaint: 18895188
  
  I am rejecting this response because:

  
  Although I have agreed to what they have offered as a solution I have very little hope to get this resolved in the time line stated.  Its taken them 9 months to come up with this???  They have their staff to deal with the disgruntle customers that they cause.  Their arrogance in customer service is a disgrace.  It will be a miracle if this is resolved in the time they say.  Their needs to be a follow up as to what "LEATHER to them means.  They don't  have one piece of authentic leather furniture in their store!!!  Never will I nor anyone I know get taken by Furniture Warehouse again.  I just want these fake leather , over priced pieces of furniture to be fixed and I am done with this less than low grade furniture store.
  

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

  Customer response

  02/14/2023

  I just received a call from Furniture Warehouse. A scheduled date for repairs is March 1st.  This is to be the day the technician will bring the replacement parts to repair ******************.  I will update with comment as the day comes and repairs are completed.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 3/19/22 I made an in store purchase with an estimated arrival date of 5/31/22. This order contained 3 bedroom sets, as well as a dining room set. As to date, 12/22/22, not all of the items have been delivered and they have done 3 deliveries to my home. I received a call today stating that the last 2 chairs have arrived and can be scheduled for delivery for a fee. I stated these were part of the original order, they said we only get 3 deliveries and since this is a 4th delivery, there would be a fee or I could purchase more items and get the free delivery. At no time was I told about their "prime" delivery as they call it prior to today's call.I still want the chairs since they were paid for in March, but am not willing to pay a delivery fee or purchase more items from them in order to receive free delivery.

  Business response

  12/30/2022

  On 12/26/22, customer ******* received the last of their order. The two chairs were delivered without any additional fees being processed on our end. Our company's policy is to allow deliveries to customers for 1 year after paying their original delivery fee, as long as the individual deliveries total more than $750.00 in product. In this case, the two chairs fell below this threshold, causing one of our team members to request additional payment before scheduling the delivery. However, one of our management team reviewed this customer's order and made an exception for this order, allowing the product to be delivered without any additional fees. 

  Customer response

  01/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Senior fraud. On September 30, 2022, my 90 year old mother was pressured into purchasing furniture when she was only just starting her seasrch for a new TV table. The sales person at the ******, *******, Furniture Warehouse - ***************************** - told my mother that she could return the table for a FULL REFUND within 7 days of purchase - and even put that in writing into the computer system and on the receipt. The table arrived within 3 days and was too small. It never left the dolly and was not even unwrapped. We measured it and told the delivery guy to put it back on the truck. I contacted the store manager IMMEDIATELY for a refund and, although he acknowledged the FULL REFUND language was in their computer system on the reciept, he would not honor it. I filed a credit card dispute with ***** ***** and Furniture Warehouse first said we refused delivery because the table was too wide and didnot fit in the doorway. Not true. It was brought all the way into the home before it was rejected as too small. ***** reached out again. This time Furniture Warehouse responded that this was a "legitimate transaction." and would not refund her money. Someone from the Furinture Warehouse ****************** called my mother and was very unkind and told her to come in and buy a new mattress. Please see the invoice attached with the FULL REFUND language circled. My mother just wants her FULL refund, please. That's what she was promised. Thank you.

  Business response

  11/28/2022

  November 28th, 2022
  
  Complaint ID: ********
  ********************************************* Invoice ******* *************************
  
  To: Better Business Bureau
  From: *****************************
  
  Customer ordered a 4 piece sofa set from ********************** on 08/07/2022 for $627.53. At the time, the order was scheduled to be delivered to the customer on 08/11/2022. ********************** attempted to make a delivery to the customer on 08/11/2022, but the customer refused the delivery because the items were not the right size for the customers home. Once delivery is attempted, per our terms and conditions, The Furniture Warehouse offers store credit only with no refunds. These terms are clearly visible on the sales order, delivery receipt,credit card slip, and are posted in our store and on the terms jacket that all customers receive at the time of sale. The customer initialed on the signed ********************** order, acknowledging the fact that there would be no refunds for the order. After further review, we do acknowledge that the customers original invoice had a manual memo written in stating that the refund would be offered if the product was returned within 7 days of the delivery. At the top of the signed invoice, the order clearly states that The Furniture Warehouse offers no refunds, reselects only. The salesperson who took care of ***************** made a mistake when selling the furniture in adding the manual note regarding full refund. This goes against our company policy and directly contradicts the store credit only, no refunds statement generated on all of our sales invoices.  We recognize the mistake made on the part of our sales team and are working to try to resolve this issue for the customer. 
  
  ********************** offers a generous reselection policy, where the customer will be responsible for the original delivery charge and for a 15% restocking charge. We are reaching out to the customer to offer a reselect without 15% restocking fees for the inconvenience regarding this transaction. This results in a store credit available to the customer for the full amount paid of$******. If the customer chooses to instead request a refund, we will make an exception and offer a refund to the customer net of the 15% restocking fee and original delivery charge of $129.99. We believe that this is fair to both the customer and our company given that our delivery team has attempted delivery to the customers home.
  
  We have strived to provide excellent customer service for the last 34 years.
  
  Regards,
  *****************************
  Senior Staff Accountant

  Customer response

  11/29/2022

   
  Complaint: 18467100
  
  I am rejecting this response because:my mother was promised  that this purchase was at NO RISK to her and that if the table set did not work, ALL OF HER MONEY would be refunded.  In FULL.  

  The sales person did make a mistake in promising that this was a NO RISK situation - and my mother asked her 3 times if all of her money would be returned in full - and ****** said yes, and said she would put that in writing. And she did put the FULL REFUND guarantee in writing.

  I talked to my mother about the credit offered - in the full amount of purchase, which she appreciates - but she is not in need of any furniture at this time. So a credit is of no value to her.

  My mother would like a full refund, as promised - not a credit - please.  Again, we appreciate that management acknowledges an error was made. It needs to be resolved as promised - a full refund, not a credit.  Thank you.

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

  Business response

  12/02/2022

  After review of the complaint further, The Furniture Warehouse has decided to honor the original promise to refund the customer's credit card in the full amount. We will be issuing the refund back to the original form of payment today. This could take up to 10 days to reflect on the customer's account. 

  Customer response

  12/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a table, 6 chairs, and matching server set on 2/26/22 with a delivery estimate of 5/29/22. I still have not received the products as of 8/9/22. Each month they push it back another month or two, and today they are estimating delivery in October. Within weeks of the order they offered to switch it for another costlier model and would "work out a discounted price" but I declined. I asked them to reimburse the $130 shipping fees to compensate me for the delays. They declined and said they "don't offer any form of compensation", but informed me I could cancel for a full refund or choose something else. So, each month they told me to wait another month, only to have wasted 6 months of my time waiting for a delivery date? They confirmed today they are still selling that model in their showroom. I asked for the floor model and they refused saying they "don't sell floor models". Later I read their store policy about floor models, so that was a blatant lie. It seems to me they want to continue selling it as many times as possible and take the consumers money; the customer's satisfaction is of no regard once the sale is made.

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/08/12) */ August 11, 2022 Better Business Bureau of West Florida Case# 67533732 NICOLE ******** # XXXXXXX To: BBB Processing From: The Furniture Warehouse Customer ******** purchased a table, six chairs, a credenza and other items on 2/26/22 on invoice XXXXXXX. At the time of purchase, we did not have the items in stock. We always provide our customers with the best information we have available to us. At the time of the sale, we expected to have the items delivered to our warehouse in late May 2022. As we have received new information regarding expected shipments from our vendor, we have shared that information with our customer. Many companies have experienced supply chain problems over the last two years. Furniture warehouse has not been immune to these issues. We do our best to maintain proper inventory so we can deliver quality furniture to our customers promptly. As it relates to floor models, Furniture Warehouse will only sell them if the item has been discontinued. Furniture Warehouse apologizes for the delays. We understand the frustration it can cause. We share in that frustration. For the last 34 years, we have strived to provide excellent customer service. Best regards, The furniture Warehouse

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a table 4 chairs and a bench from this buisness and was promised it would be delivered within two months, we just got out delivery 8 months later, the furniture they sold us was not the same furniture we bought in the store, I have tried to get the same furniture but they will not honor us with the same furniture. I want the furniture we ordered and carol from distribution to give me an apology for laughing at me when I asked her to honor what we paid for. The bench keeps breaking every time we sit on it, we have now had to replace the bench twice within a month. The order is under XXX-XXX-XXXX, thank you for your time.

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/08/12) */ August 11, 2022 Better Business Bureau of West Florida Case# 67532912 ****** *********** # XXXXXXX To: BBB Processing From: The Furniture Warehouse Customer *********** purchased a table, 4 chairs and a bench on 9/5/21 on invoice XXXXXXX. At the time of purchase, we did not have the items in stock. The items were delivered and signed for in good condition on 7/15/22. Due to supply chain delays, we were not able to deliver the items any sooner. Furthermore, we delivered the very same SKU numbers as ordered by the customer in September. As for the bench, Furniture Warehouse replaced the bench on 8/4/22 with 2 additional chairs. The retail price of the chairs is $259.98. These chairs replaced a bench with a retail price of $121.81. This exchange was replaced with greater value item at no charge. This took place after the complaint was filed. The customer was satisfied with the exchange. For the last 34 years, we have strived to provide excellent customer service. Best regards, The Furniture Warehouse

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They delivered a DAMAGED table and will not give me a refund -- I have to wait on a replacement -- replacement was supposed to be in back in April and they keep pushing out the date saying that it is backordered from the manufacturer. I think I have been very patient but this is getting ridiculous -- they now say not due in until 9/5/22. I will NEVER buy from them again -- This practice is unethical -- They should not be allowed to keep money for delivering DAMAGED furniture and then not replace it in a timely manner. I do not feel a refund should be such a big deal -- they say their policy is exchange only, yet their policies allow them to deliver DAMAGED goods?!

  Business response

  08/11/2022

  Business Response /* (1000, 5, 2022/08/09) */ August 9, 2022 Better Business Bureau of West Florida Case# XXXXXXXX # BXXXXXXXX To: BBB Processing From: The Furniture Warehouse Customer ******** purchased a chairside table on 12/21/21 on invoice BXXXXXXXX. The item was delivered 2/10/22 and was unfortunately damaged in transit. We agreed to replace the damaged item for the customer but did not have any inventory in stock. The item was on backorder with the manufacturer. Supply chain issues prevented our backorder from being filled as expected and the customer's delivery was delayed as a result. I am happy to report that the item is now in stock. We spoke to the customer on August 4th and arranged for the item to be delivered August 9, 2022. For the last 34 years, we have strived to provide excellent customer service. Best regards, The furniture Warehouse Consumer Response /* (2000, 7, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, a table magically became available the day they received my BBB complaint instead of the date of Sept 5th which I had been pushed out to... The promised replacement date had been pushed out 5 different times. I did receive the replacement table today, but it is very sad that I had to go to such extreme measures in order to get it.

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