Complaints

• Initial Complaint

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased thousands of dollars of furniture in the past 2 years from The Furniture Warehouse on Tamiami Trail in Sarasota FL. 2 of the tables I purchased were received on 28 July 2020 for our condo in Siesta Key FL. This past June when we went to our condo, I noticed very prevalent yellow stains/markings on both tables. I contacted our sales person who forwarded my issue to Carol in Customer Service. Yesterday, 27 July 2022, Carol told my husband that these were likely "naturally occurring" markings in the wood that come out over time and further talked to the owner and then came back to us with "nothing we can do since it is past the 1 year warranty period". This is unacceptable as these markings are on the coffee table and end table that in total cost about $550. and are Coast to Coast Orchard White Rub Tables. They both now have mustard yellow markings no them that look like stains. If this were "expected" to happen, we should have been warned before purchasing and we would not have chosen these items. The company is unwilling to replace or address any further. I have emailed the owner and salesperson to no avail. I only have the owner's email address, not name - it is ********************************* We purchase a living room set, 2 bedroom sets and 6 dining room chairs from this establishment and when looking for resolution on 2 items that are defective due to no fault of our own, we are being shunned completely. I was originally asking them what this was and how to remedy it, hopefully selecting something that wouldn't "change over time" from what I expected when purchased, however now, I just want a refund due to their poor/lack of customer concern. I do not have the receipts on me at this moment, however, can provide them if required. They have not disputed that we purchased them, just that the 1 year warranty has passed *** there is nothing they will do.

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/07/29) */ July 29, 2022 Better Business Bureau of West Florida Case# ******** ******* ****** # XXXXXXX To: BBB Processing From: The Furniture Warehouse Customer ****** purchased an end table and cocktail table among other pieces of furniture on June 27, 2020 on invoice # XXXXXXX. The pieces were delivered on July 28, 2020. Furniture Warehouse warrants that the merchandise from us will be free from defects in the material and workmanship for the period of one year. That warranty expired July 28, 2021. On July 23, 2022 we received an e-mail from the customer describing a yellow discoloration on the legs of the tables. We explained to the customer, via phone, that the yellowing is likely occurring due to the furniture being expose to sun light and ultraviolet light. Unfortunately, since our warranty has expired, Furniture Warehouse is unable to fix their staining issue. The customer is free to personally contract with a professional repair company that can refinish and stain the yellowing away. For the last 34 years, we have strived to provide excellent customer service. Best regards, The furniture Warehouse Consumer Response /* (3000, 7, 2022/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The customer service representative never told us the staining was likely from sun exposure, however, that is impossible as these tables are in a condo with not only curtains closed, there are double sliders between the living area and a balcony which is enclosed by the 2nd set of sliders. The legs of the tables where the staining is are the furthermost from even the first set of sliders. In fact the end table is blocked completely by a loveseat on one side and the sleeper sofa on the other. Attached are photos od the markings. To suggest we pay to have 2 year old tables professionally resurfaced is insane! And a business that sells a product should address the issue with the manufacturer on behalf of their customer if they have any semblance of customer service satisfaction. In addition, there are not even any overhead lights in this room that could affect the table legs under the surface areas! Business Response /* (4000, 9, 2022/08/08) */ August 4, 2022 Better Business Bureau of West Florida Case# ******** ******* ****** # XXXXXXX To: BBB Processing From: The Furniture Warehouse Customer ****** purchased an end table and cocktail table among other pieces of furniture on June 27, 2020 on invoice # XXXXXXX. The pieces were delivered on July 28, 2020. The items purchased have developed some yellow discoloration on the legs. The customer notified us of that fact on July 23, 2022. Unfortunately, that notification date is nearly 2 full years after the date of delivery and one full year beyond the warranty period. It is common industry practice that furniture purchases come with a limited warranty, or standard manufacturer warranty. It is almost always a year in duration, and that was true in this particular circumstance. Unfortunately, since our warranty has expired the customer may fix this with an outside repair service. We have given the customer an outside service repair company that should be able to touch up the yellow staining problem due to UV light discoloring. We can again provide the customer with contact information for the manufacturer if they so desire. For the last 34 years, we have strived to provide excellent customer service. Best regards, The Furniture Warehouse

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a sofa with additional pillows and a warranty to cover stains etc. by treating the fabric prior to delivert. I reported problems in March 2022 and before siting I dont think the sofa fabric was ever treated at all. I asked for someone to come out and it took until June 2022 for them to finally send a 3rd party vendor to my home. I took off work and waited on a previous day ...lost a full days pay and they never showed up! Finally this guy comes out and by now there is more than 1 spot! He uses a bissel shampooer and completely saturates the couch and as he went out the door stated if it dries and the spot is still there contact Furniture Warehouse. I left a message for Maggie who vc mailed me a day later stating my warranty I payed extra for did not cover multiple marks and therefore she was done assisting me! #1 if they had come wothin a reasonable timeframe it would not have had multiple spots ..4 months it took and covid was their excuse. #2 they never addressed my question about the sofa never being treated properly before delivery. I should be at this point entitled to a full refund for the sofa as well as reimbursed a full days pay that I lost. I have all the receipts including warranty and fabric treatment paperwork. I would like further assistance in resolving this matter as I am a concerned consumer and looking at further reviews show they take advantage of customers like this regularly! Please help!

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2022/06/24) */ June 24, 2022 Better Business Bureau of West Florida Case# ******** - ******** ********* To: BBB Processing From: The Furniture Warehouse Customer ********* ordered a sofa with additional pillows and the items were delivered 6/15/21. In addition, the customer purchased a 3-year Furniture Shield Protection Program. The plan provides coverage against accidental stains and damages. It does NOT include any sort of fabric treatment prior to delivery. In 2002, silicon-based formulations were determined to be carcinogenic and hazards to the environment. As such, Furniture Warehouse along with most other furniture retailers stopped treating fabrics prior to delivery. On March 7, the customer called our service department. The customer said she had spilled mayonnaise on the sofa, staining the center cushion and the back of the sofa. Attempts to clean the sofa lightened the stain, but not all the way. Furniture Warehouse immediately (3/8) called a third-party, Fast Furniture Repair (FFR) to clean the sofa. Cape Coral is outside of our service area and it is common to use third-parties in these instances. FFR had a very difficult time scheduling the service call. Upon review of our service notes as well as FFR's, here is what transpired to execute the service call: 3/8 - a service call was scheduled for 4/21 4/19 - the customer confirmed the appointment 4/20 - the customer cancelled the appointment 4/22 - appointment was rescheduled for 6/1 4/25 - customer refused the 6/1 date 4/25 - customer agreed to 6/7 date 6/5 - called customer to confirm appointment for 6/7. Customer's phone was out of service 6/7 - FFR cancelled the work order since they were unable to confirm appointment 6/7 - customer called Furniture Warehouse with updated phone number 6/8 - FFR re-opened their work order 6/8 - appointment scheduled for 6/27 6/8 - customer refuses 6/27 appointment 6/8 - Furniture Warehouse contacts FFR and gives them acceptable dates for a service call 6/8 - appointment set for 6/20 6/19 - appointment confirmed 6/20 - appointment executed At the service call, the technician noted multiple stains and attempted to clean all of them. Furniture Warehouse spoke to the customer again on 6/22. According to the service notes, we have ordered a new cushion to replace the stained cushion. The customer can pick the cushion up at our Port Charlotte store once we have received it from the manufacturer. In addition, the customer was informed that multiple stains are an exclusion noted in the protection plan. Furthermore, the customers attempt to clean the stain prior to contacting customer service is also an exclusion. We believe we have gone above and beyond to assist this customer. We've been in business for 34 years because we treat our customers well.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally ordered a couch and loveseat on 10/20/19 with an arrival date the following month. After delays it arrived on 12-17-19. I paid for "in home" delivery of $139.98 and upon arrival they refused to attempt to bring the items up the stairs. I told them to leave it in the lobby and I would see if I could find a company to bring it up. That attempt failed as all the moving companies only cared about a complete move. I then had to call The Warehouse and have it picked up and returned. I had to pay another $139.98 for pick up and then a restocking fee for a total of $379.09. They refused to give me a refund and only store credit so I ordered another living room set and after numerous delays cancelled that order. I the attempted to dispute the credit card charges but too much time had elapsed. In Nov 2021 I ordered a chair to try and use up the store credit with a delivery of Mar 2022. This was also delayed over and over and last call was scheduled for Oct 2022 (almost a year after order). I cancelled this order and again asked for a refund which I was refused and just given the store credit again. This is the absolute worst company I have ever dealt with and hope the BBB can help before I have to go to court over this. I also want to warn everyone to stay away from this company. Thank you I have numerous supporting documents if needed.

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/06/23) */ June 22, 2022 Better Business Bureau of West Florida Case# 67527961 - **** ******* To: BBB Processing From: Don B**** Customer ******* ordered a sofa and loveseat on 10/20/19. The items were not in stock at the time of purchase but were delivered soon after being received in our warehouse. The delivery was made on 12/17/2019 and the customer signed the delivery notice stating that the items were received in good condition and free from damage. Our delivery drivers were unable to maneuver the items up the stairs. The customer requested we leave the items in the lobby. A few days later, Furniture Warehouse returned to pick up the items as the customer cancelled the order. Our sales invoices and delivery notices all contain verbiage that we only offer store credits for returns. No refunds. Customer has attempted to use the store credit on multiple occasions. In fact, the customer ordered and received an accent chair in August of 2020. A portion of the store credit was used to pay for the purchase. The COVID pandemic caused supply chain issues worldwide. We were not immune to those delays. Unfortunately, customer has chosen items that were impacted by these supply chain interruptions and we were unable to deliver items to the customer's satisfaction. A store credit still remains on the customer account. Currently however, we have 90% of our inventory items in stock and ready for delivery. In addition, the customers store credit does not expire. For the last 34 years, we have strived to provide excellent customer service. Don B**** CFO The Furniture Warehouse Consumer Response /* (3000, 7, 2022/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This has been an ongoing disaster for 3 years and apparently the only resolution will be litigation. I explained the problem and they agreed their delivery personnel would not attempt to bring the item up the stairs. That however doesn't negate the fact that on top of paying a pickup fee I was also charged a restocking fee on an item I'm sure they sold at full price as it was returned within . I did use a portion of the much discounted credit for a chair and attempted to use the remainder for another chair. I finally cancelled that order when informed it wouldn't arrive until 11 months after ordering it. There were no supply chain problems with the original order or subsequent order. I was advised by locals after moving here to avoid this merchant and should have taken heed. I feel they engage in deceptive business practices and if they "strive to provide excellent customer service" they have failed. If that statement were remotely true they would have refunded my left over credit long ago and NEVER charged me a restocking fee. Business Response /* (4000, 9, 2022/06/30) */ June 30, 2022 Better Business Bureau of West Florida Case# 67527961 - Andy Francis To: BBB Processing From: Furniture Warehouse We are in receipt of customer's rebuttal dated 6/26. Furniture Warehouse has taken appropriate action in this instance. Our terms and conditions related to returns are clearly outlined on the customer's invoice and delivery receipt. Each customer also leaves the store with our policies regarding furniture pick-up and restocking fees. We have not been deceptive, nor are we ever deceptive. We are sorry the customer does not agree with how we've handled the matter. The Furniture Warehouse

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought furniture in September 2021. Received it in February 2022. After a few weeks had to call furniture warehouse send a service man down to fix the back seat of couch. He repaired it. On or about April 2, 2022 I had to call again because, seat cushion on the couch is breaking down badly. Service man said he can replace the cushion. My problem being this happened to the couch cushion in just a month and a half what's gonna happen in the next two months or month and a half. They won't let me exchange said living room set because the seven days is over. How can Something break down in seven days is beyond me. So they won't let me exchange the couch. If there's anything you can do to help me with this issue I would appreciate it thank you

  Business response

  05/26/2022

  Business Response /* (1000, 5, 2022/04/29) */ Contact Name and Title: Stephany R. Contact Phone: ************** Contact Email: *********@FURNWAREHOUSE.COM Customer ****** ******** purchased a sofa on 09/06/21 received delivery on 02/09/22. She contacted service regarding the cushion sitting lower on 04/18/22. Service teck came to her house on 4/25/22. Normal wear but did as a courteous ordered new cushions. Customer is a snowbird and will return in a few months. Customer will contact us to set up the replacements.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered furniture from this location to be delivered to our new apartment. We PAID $1309.97 for the order of a loveseat and a couch. They have not delivered the furniture to us YET as they promised. We were promised a DELIVERY on April 5th. Since then, after multiple phone calls with the store, we have not even been able to locate whether it is on the truck, out for delivery, or sitting in a warehouse. Instead, we were met with rude people answering the phone and a delivery truck driver who proceeded to yell at my husband not knowing where he had to deliver it. Never in my experience have I dealt with such poor customer service. At the minimum, wee need communication. We are requesting a refund for poor delivery service and a REFUND for the entire order if it does not show up by today, April 6th. We have been patient, but this is just negligence at this point. and poor consumer-relations. ORDER # ******* SALES REP: ****** ******

  Business response

  05/26/2022

  Business Response /* (1000, 10, 2022/05/04) */ Contact Name and Title: STEPHANY ******** Contact Phone: ********** Contact Email: *********@FURNWAREHOUSE.COM Mr ***** ****** changed his method of payment to use a lease to own company. This changes the sales tax method. The customer is entitled to a refund for the sales tax in the amount of $159.99 . This will be applied as a refund to Progressive Lease reducing the balance he owes. We have issued a $50 store credit to be used at any of stores for the inconvenience. Sincerely Stephany R.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a chair from Furniture Warehouse in Venice. Invoice *******. It was delivered a few days later, and I didn't notice at first that the stuffing was coming out of the top. Disappointing for a "new" chair. I contacted them on the website about 8-10 days later to try to return it, and Meg was really rude and refused, even hanging up on me. Over a month later, a repair person showed up and sewed up some of the holes where the stuffing was coming out. When he left, I noticed more stuffing come out of the bottom of the chair. I contacted them for another in-warranty repair, as this purchase is supposed to have a 1 year warranty, and they never called me back again. I didn't want a damaged, messed up chair. I wanted a new chair. It still has the tags on. They won't even honor their own short warranty. I know most of us buy $700 chairs hoping they last more than a year. I'd like to just return it and get a full refund to my card as I have no interest in repairing a defective chair for the second time in a few months, and I have no interest in shopping at the Furniture Warehouse again. The Furniture Warehouse people made unethical comments about how it's "too bad" on my part because I accepted it "as is" on delivery. Very scammy. I didn't know it was damaged as the delivery people were in a rush and I falsely assumed that the company would act with integrity if anything was wrong.

  Business response

  04/25/2022

  Business Response /* (1000, 6, 2022/04/04) */ April 4, 2022 Better Business Bureau of West Florida Case # ******** - ****************** To: BBB Processing From: The Furniture Warehouse On November 26, 2021, Customer ***** purchased a High Leg Recliner on invoice # *******. It was paid in full by the customer credit card ending in xxx3900 in the amount of $ 668.48. On November 27,2021 the recliner was delivered and signed for in good condition. The Furniture Warehouse has a one year warranty as listed on our "We've Got You Covered" brochure that is given out at the time of sale. The customer called on December 28, 2021 stating that the stuffing was coming out of the top of the chair. We set up a service call for our furniture repair tech to go out and evaluate what the cause was and repair if applicable. The appointment could not be confirmed with the customer and we left a message. The customer called back the same day, 12/28/21 and requested we pick up the chair instead of having our repair techs go out and assess the damage and cause and repair the chair if applicable. The customer sent pictures and from the service techs experience the pictures appear to show damage from animal claws. We cannot definitively confirm that since the customer is unwilling to have a service tech examine the recliner. The customer has possession of the recliner and is still using it. Unfortunately, the issues the customer is having with the recliner is not a functionality issue and only what appears to be damage to the material from an animal. For the last 34 years, we have strived to provide excellent customer service. We have a no refund/ store credit policy. It is printed on all receipts, sales invoices, delivery tickets and is posted in all of our stores. We look forward to helping the customer by inspecting the recliner so we can evaluate the problem. Consumer Response /* (3000, 8, 2022/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This ordeal with Furniture Warehouse gets even more disturbing as I discovered, from my bank, that the "as is" signature they claim I signed is actually not my signature, but a forgery. Despite my numerous requests, they have not inspected the defective chair or provided follow up for the "warranty" I even offered to drop the chair off at their store and they hung up on me. It's not my fault I'm in "possession" of the chair. I do not want to be. Come get it and refund my money. It still has the tags on it and has not been used; it's just defective, in the same state that it was delivered. There is no animal damage, and I have no idea how they'd even be able to arrive at that conclusion. This is just another customer-blaming story to avoid taking responsibility for the defective chair. All of this is totally unethical behavior. Stop playing games and give me my money back and, if you want, come get your defective chair.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a dining room table and chairs from Furniture Warehouse in November of 2021. I cancelled the order and did not receive a refund. I then disputed the charge on my Chase credit card so they issued me a temporary credit while they researched it. In the meantime, I contacted Jeff C. at the Sarasota warehouse who had taken the original order. He said the order had been cancelled and the credit issued but Chase would charge them (Furniture Warehouse) 3% and that 3% charge would be passed on to me. So, since the credit had been issued, so I was told, I cancelled the dispute. I then began emailing and calling Jeff about my refund. He eventually said the money ($1,264.16) had gone back on my Chase account. I asked to speak to the accounting office several times (as Jeff is just internet sales) but he always put me on hold then came back and said no one was available. I never heard from the accounting office and he would not give me their extension or direct line. I then contacted Chase again to investigate if they had received the money back from Furniture Warehouse. Their conclusion was given to me in a letter stating "...the funds were already returned to the merchant." When I cancelled the Chase dispute, they returned the funds to the Furniture Warehouse and put the charge back on my credit card bill. This has now been going on since December! I called Jeff again this morning and got the same routine-puts me on hold, no one available in accounting, no he can't give me their extension or direct number, he will have them call me. I emailed him a scan of all the documentation and copies of all the emails I have sent him over the months, asking him to forward all of it on to the accounting office. He said he would but he has said that before and I have never once received any follow-up from him or the accounting office.

  Business response

  04/20/2022

  Business Response /* (1000, 13, 2022/04/04) */ March 31, 2022 Better Business Bureau of West Florida Case# ******** - ***** ***** ******** To: BBB Processing From: The Furniture Warehouse On November 27, 2021, the customer purchased a 6 piece dinning set on invoice # ******* for a total of $1,264.16. The customer paid the invoice in full online on 11/27/21 with her credit card. The customer then charged back the total amount on 12/22/21 because she thought she had contacted the salesperson to cancel the order, but she had not. The customer had placed 2 orders on the same day and cancelled the other order and did not want to cancel this order. On 12/27/21 the sales person contacted the customer and she told him she would rescind the chargeback because she still wanted the order. On 12/31/22 the customer still had not rescinded the chargeback and the order was cancelled and the chargeback was accepted and the funds were returned to the customer by her bank. The Furniture Warehouse did not hear from the customer until March 1, 2022 when the customer stated that her bank had charge her card again for the charge once she rescinded the chargeback from December 2021. On March 10, 2022 the customers bank returned the funds to us when they reversed the chargeback from December. We believe this situation occurred due to timing delays of the original order, the chargeback, the cancellation and the customer delay in rescinding the original chargeback. Once The Furniture Warehouse received the funds for the reversal of the charge back and were able to trace the funds we then issued a refund to the customer on her original credit card ending in xxx**** in the amount of $1,264.16. Enclosed is a copy of the refund ticket. It was processed on 3/30/22, reference number ************* In the amount of $1,264.16. For the last 34 years, we have strived to provide excellent customer service.

*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. ↩