Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a new king sized bedframe with headboard and mattress on 10/30/2024. We paid in full and was told it would **** *- 8 weeks for delivery and set up. January 13, 2025 we stop by the store to check on the progress of our delivery. **** ***** could not commit to a delivery date, and would get back to us. January 15, 2025 we called the store and spoke to **** *****. We where told that he still would not commit to a delivery date. As of today January 27, 2025 we have not heard from **** *****.

  Business response

  01/27/2025

  When these customers came in showed them everything available and in stock and they didnt like any of those. I showed them new intros that was scheduled to come in to ******* but it had no dates available as if that date just an estimated date for stock. As of today the set will not be in until 4/21/25 per the factory. We do not make the product and they were told that was an estimated date. New dates was applied to our portal today and could be sooner. Nobody has this set cause it hasnt arrived to any warehouse yet.

  Business response

  01/27/2025

  Here is order information from the factory that the customer has been given the information. There welcome to come talk to me in the store cause they havent contacted me these dates posted cause we keep a daily log. This is the very reason we push stock not whats being manufactured for new intro product.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 bookcases and a desk/chair on 1-20-24 then a dresser he had in stock on ************* $2899.00 Today is 10-20-24 and the items have not been delivered despite constant phone calls and visits.On 10-20-24 I visited to cancel the purchase so that I can find a dealer who can delivered and I was told to get out of the store.I would like a refund.

  Business response

  10/19/2024

  The chest you ordered and the two bookcases have been in stock and we both know since you wasnt charged for delivery or setup that the two PCs you special ordered came in damaged and we agreed to wait till they came in to deliver all at once. You called three times this week and was informed that the trucking company had reached out to make sure our warehouse had power to deliver after the storm as to many didnt and that it was in transit from **! Instead of coming into the store to get a ETA which was this coming Thursday you said with a attitude you wouldnt expect delivery and I told you to leave cause I wasnt going to argue with you! You also failed to mention the many items you ordered in January that was delivered **** with not one issue and you received a huge discount! Our policy states on the bottom of the invoice restocking fee and I store credit! 

• Initial Complaint

  09/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  We ordered a dining set with 6 chairs and a hutch on February 1, 2022. I had placed the same order with Family furniture which was promised to be delivered 3 months after. **** told me he could get me a better price and deliver in two weeks which I believed so I cancelled my order, as he advised, with Family Furniture. He got me a better price, but to my disbelieve, the order never came 2 weeks later.A couple months later we received the wrong height of table and a hutch with a deep indent we did not like. **** did switch both items to our satisfaction except that he did not deliver the complete set of 6 chairs. We have received only 4 chairs of the 6 we ordered and PAID for, of the 4 chairs delivered, they are mismatching color and style. We have called him and visited the store time and time again and we hear the same story every time: He will go to ******* to pick up the chairs and he will deliver soon. We have text messages with **** to confirm our attempts to resolve the missing chairs and non matching chairs over the past 2 years. We have no other option other the BBB or legal action. Please help us get a refund for the 2 missing chairs not delivered or exchange the 2 mismatched chairs and deliver 4 matching chairs.

  Business response

  09/07/2024

  I havent talked to these customers in months and they have not reached out since our last conversation! I told them we had several problems with *** and there products and they was welcome to a refund for the two chairs or an exchange for any chairs available! This customer originally came in to the ********************** and ordered a 30 tall table which is a standard table and said after it was delivered she meant high top. We exchanged it and we delivered the high top in question! She has never took responsibility for the mistake and we done everything to make it right! I offered refund for the two chairs and thats the last time I have heard from them! This is the second time she has filed a complaint when in fact the original order was her own mistake! They can contact the store for a refund for the two chairs anytime they want! Our policy is 35% restock and instore credit that she wasnt even charged from her first order! She is trying to destroy our business over her own mistake! The original invoice that she signed when she ordered has the details to show we originally delivered what she ordered! They can call with a address and a refund will be mailed I do not wish for these kind of negative comments for doing what a customer asked us to do to come back into my store! 

  Customer response

  09/14/2024

   
  Complaint: 22254404
  I am rejecting this response because:

  The business never delivered the entire order nor has the business ever reached out to us to resolve the missing chairs. The business delivered mix matching chairs and has failed to deliver our complete order which was paid in advance. Even after multiple attempts, by us to get our chairs, with visits to the store, looking in the warehouse and many text messages asking for our chairs, our efforts have not got us any closer to getting our chairs. This business has been paid in full for a service not rendered.
  I will accept a full refund for the missing 2 chairs. We are not returning anything to be charged a restocking fee, we will keep the two non matching chairs. It is not our intention to harm the business, we just want refund for the chairs never delivered. We will be glad to update our ****** review as promised. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered furniture from Paynes furniture Outlet on 1/5/24. **** the owner said the furniture would be in about 2 weeks. Then said end of the month. Then made a call to check where it was in route he was supposed to call me back and never did. Then last week said it would be in 2/24/24 and called him today which is 2/26/24 he said it wont be in now till March 6 th. He was belligerent on the phone swearing at my husband etc. we did not treat this person in this manner. I believe he never ordered any furniture for me at all. When I first ordered this furniture I did not see negative things about this company. Last night I did further searching and saw an abundance of complaints. I saw complaints on your site as well. Please get me my credit and I will purchase my furniture elsewhere. I want my money back before he goes out of business. Thank you.

  Business response

  04/19/2024

  ************** called up our store and wanted to order two cabinets which i took the info and called the distributor which is located in **********. After comfirming they would be back in stock in a couple of weeks i called and gave her the info. She then told me to order them and paid with a card. Every week she called for update and i informed her that as soon as i recieved them from ********** i would call and schedule delivery. After several calls from the customer being very demanding i final said look freight alone from ********** could take up to four weeks. The next day we got a chargeback ****** from the bank so i called ************** to ask if she wanted to cancel she said she still wanted the cabinets but didnt want to pay for them until they was delivered. After finding out she made a complaint to the BBB i said well you got your refund and we cant help how long freight takes so were even and i would cancel shipment if possible. 

  Customer response

  04/19/2024

  Dear BBB,

  The story ***** furniture tells you is not completely accurate.  I ordered the furniture on 1/5/2024. **** said it would be in within 10 days as his distributor nabbed 2 of the pieces I ordered for me and would be in within 10 days to his warehouse.  I know what shipping is like as I worked for a small furniture store myself.  I did not call this man every week and he only returned my phone call twice.  I just received a permanent credit on 4/10/2024 so I think waiting over three months for items received is enough.  I filed a complaint with the BBB after ************** at my husband on the phone asking when our furniture may come in next which was in February we were going back to PA for a family funeral for my brother in law.  My husband is a kind man and absolutely never raises his voice to anyone.   I called Seniors vs Crime to check on this business there are several complaints filed.   The odd conversations from this business were so unprofessional.  I have never dealt with such an unprofessional person.   I dont want any further contact from this business and will find what I need from a large well known store in the area.  
  This is documentation I kept track of for items never received.

  Ordered 1/5/2024  **** said in within 10 days maybe 2 weeks as he nabbed them from his supplier as in stock.

  Then 2/2/24 what I ordered would be in at the end of the month.

  Then said he would receive by 2/24/24.

  On 2/26/24 said they would be in on March 6 th.

  We went to this store on the day my husband mailed our taxes Monday 3/4/24 at the post office as I wanted to see this store in person as I ordered over the phone in January.  **** said it would be in 3/17/24.  I asked him where is my order ? oh somewhere in that pile over there.  I asked him to show me a document that my order was placed and was never shown anything to confirm that.  
  

  Spoke to store on 3/19/24 they said trucking says now between 3/17/24 to 3/22/24.

  This man knew I contacted the credit card company about this sale as I was getting a bad feeling about this transaction.  The credit card company did not is*** a permanent credit to me until 4/10/24 .  I gave Paynes plenty of time to fulfill my order which was never filled.

  On 4/3/2024 I received a phone call one of my brothers died unexpectedly so 2 days later headed for PA for services .  
  

  My phone records from xfinity show these calls made to the ***** furniture phone number. ************

  1/5/2024 order furniture

  2/2/24  checking on order as we were leaving for a funeral,   one 4 minute call as I think an employee answered then a 7 minute call employee calling us back.

  2/2/24 phone call **** made to me from his cell phone.

  2/15/24  1 minute call  probably as **** was unavailable.

  2/16/24 2 minute call

  2/26/24

  2/27/24  ***** furniture called us back **** said he would call to get a tracking number he would credit us what we paid and give us a tracking number.  Said he would call us when he receives furniture.  Never received a credit or tracking number so later filed a dispute with credit card to insure money gets back to me.  Dont know exact date of this dispute but monies not permanently credited back until 4/10/24.

  4/1/24   ******************* called to harass me about submitting a complaint to the BBB said he will *** for defamation of character. He was screaming on the phone at me and   I just asked him where the furniture I wanted is and he said I dont give a s*** where your bleep bleep furniture is .  I hung up as I do not deserve such behavior.  Then he sends me a text   See you in Court for defamation  also then says City Furniture has the worst history and reviews ever.  Dougs words.  
  

  I hope the person reading this response understands that I really am done over this is*** to the point I probably wont even order the furniture from someone else from this bad experience as it will only remind me of this terrible experience I have had.  Please do not post anything further on this company or anything I have said.  I thought the BBB is supposed to protect the consumer.  I wouldnt wish this type of experience on anyone. I have had enough grief losing my brother in law and brother so unexpectedly in a matter of 2 months.  Having to respond to this furniture is*** again  just gives me more grief. If you want to give this business a glowing review please do , as I hope this business finds a great employee to help out to improve customer satisfaction.  
  Thanks for trying to help but I dont think I received any from the BBB and will think twice about ever writing a review on anyone.   You can delete my complaint and up this business rating if you want.  I will never by furniture from a small business again.

  Thank you.

   

   

   

   

   

   

   

   

   

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 19, 2023 Purchased 1 Bar (99) gray colored with 2 Bar Stools, and purchased Purchased 1 Pub Table (88) gray color with 4 Bar Stools paid in advance the full amount with credit card. We were promised delivery within 4-6 weeks and as of today (01/29/2024) have not received anything. We have made several phone calls to *******************, and all we get is broken promises, and rude treatment. We would like a full refund since his promised delivery date is well past 4-6 weeks.

  Business response

  04/19/2024

  *************** special order custom made bars that are made to order in ******. The product finally came in early December and several calls where made to the customer for delivery but later found out he disputed the charge and wouldnt return any calls or to cancel purchase. He has recieved his money and we cancelled all contracts

  Customer response

  04/19/2024

  We never received any phone calls (voice mails) from ******* Furniture regarding our order coming in. You are more than welcome to check our phone records for calls coming in or going out. We did contact our credit card company, and after their research with ******* Furniture, they did withdraw the funds based on their findings.

  Customer response

  04/19/2024

   
  Complaint: 21216607
  
  I am rejecting this response because: We never received any phone calls (voice mails) from ******* Furniture letting us know our order was in, and ready to be delivered to us. If we would have been contacted like ************** claims, we would have found no need to contact the BBB, Attorney General, and our credit card company with the issue. We did contact our credit card company on February 1st, and after their research, they did withdraw the funds on March 21, 2024 based on their findings.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Bought a bed in February for my daughter for $1700 that was supposed to be delivered in March. they never called or delivered so when I called the owner ******************* said that the bed was in back order to continue waiting. called in April and May and he gave me similar excuses about back order or driver issues. in May visited the store and he said that he was going to get the bed himself because he had issues with drivers. in June he mentioned that one of his employees had cancer and had to postpone. In July they postponed due to 4th of July. in August the store flooded, and he told me he was tired of me not being patient so he would rather return my money than deal with me anymore but I had to wait because the person that did reimbursements had cancer and she was out. 3 weeks later he gave a fake number for a check that was in the mail with the money. in October he told me again he had put the check in the mail that I was suppose to receive on October 20th. i called in October 20th because I obviously never received anything and he threaten me to put a restraining order due to harassment because I continued calling him. In November 8 and employee of him called me to get the invoice number but she said she had no information about any reimbursement. It is 9 months later and I am still without my money or bed. I just want my money back.

  Business response

  12/05/2023

  ****************** was issued a refund after the factory discontinued the product she ordered check number **** Cashed by her on 11/14/23

  Customer response

  12/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and he did reimbursed the money on 11/14/2023 after 6 months of the original request made in person at his location.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/30/23-purchased a new bedroom set & mattress from Paynes Furniture Outlet. ************** preferred a check, which we paid in full, *******. 10/05/23, it was delivered by a company in boxes by 2 gentlemen. When one of the delivery guys opened one of the boxes, it was FULL of cockroaches along with a huge amount of ***** f**** everywhere in side the box. He took a video and still pictures to show us and we agreed with the delivery guy, it wasnt deliverable. They taped it backup in the box and put it back on the truck. I then called **************, told him the situation, he stated I signed a contract and I would not be getting my money back but we could go pick out something new that he was getting in. He stated he bent over backwards for us and hes tired of dealing with like us. He also said it was only a *****. Words were exchanged, I then stated to him it was MANY roaches.see you in court. 10/05/23-I got a text from ************** said we should receive a refund in 7-10 days after he processed the paperwork. 10/05/23-************** sent my wife a text stating he would have his girl send us a check next week. He stated this has never happened, it came from the factory this way, sorry it happened. 10/17/23-still had not heard from ************** so my wife texted him, she was touching base, we still had not received the check. He texted her back stating he will check when he gets back in town. 10/19/23-wife text him back asking him if he could give him an estimated date when we should receive the check. His text back stated, I get back into the office today, I will see whats up. At this point, my wife and myself realized we were getting the runaround so we contacted the delivery guys to see if they could write us a statement as to what happened when they opened the box and it was full of the roaches and f**** brought on 10/05/23. 10/19/23-wife got a text from **************, stating he has to draw up paperwork for us to sign for tax reasons to issue a return.

  Customer response

  10/24/2023

  The amount of ******* is what I would like refunded.

  Business response

  04/19/2024

  This customer purchased some bedroom pieces that was sent from the factory in sealed boxes. When delivered one of several boxes was infested with bugs that had to be sealed up inside the box due to we never unpack until delivery. I called the customer while my guys was onsite to appoligize and offered them to pick out any product they wanted do to the issue. I been in business for 15 yrs and have only seen this twice in my history. Upon answering the phone the husband was very rude and said we dont want anything and send entire order back. We cant control this issue but tried to work this out with the customer but she proceeded to assume i just sell bugs not furniture. They was given a full refund and we cancelled all contracts.   

• Initial Complaint

  09/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The first problem is we purchased a leather couch and love seat from Payne's Furniture Outlet, LLC on October 1, 2022. Both pieces have power reclining. Upon delivery it was pointed out to us by the delivery person that the couch had a deep cut about 2" long on the back of the couch and he documented it on the delivery document. Doug the owner of Payne's Furniture said he would contact the manufacturer and it would be replaced. I talked to the owner on several occasions and got no satisfaction at all. He said these things take time to resolve. I believe he sold us secondhand furniture and has no intention to fix the problem! The second problem is Doug said he could sell our older love seat on consignment. When I asked about the status of this, he said he doesn't believe it sold and has no idea where the love seat is.

  Business response

  12/05/2023

  This product is under full warranty and pics was provided by the the retailer to the factory. The consumer was also provided warranty information and has not responded to calls from the factory for serial number info. As far as his trade he was given sales tax credit for it as trade. The customers last phone call to my girls in the office was very rude. He can deal with the factory on this issue.   

  Customer response

  12/09/2023

   
  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

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a power reclining love seat and 2 power reclining chairs on 2/8/23 which included a full warranty, the first time I used the power head rest on the love seat it tore a hole in the leather behind the head rest, I called Paynes they asked me to text pictures of damage which I did they said they received the pictures and would repair or replace with in 4 to 6 weeks, it’s now been 6 months with no repairs I have called back several times and every time it’s a different excuse, last time I called they said they would get right back to me that was a month ago and I haven’t heard from them since.

  Business response

  12/05/2023

  This consumer sent pics of this hole which was caused by the leather catching the mechanics of the headrest. it was sent several times to factory and he was told they would send a new back piece and it just arrived middle of november but he will not answer any calls for it to be switched out. The back piece is availible to be replaced. 

  Customer response

  12/06/2023

   
  Complaint: 20598273
  
  I am rejecting this response because: They havent contacted me as of 12/6/2023 they have my number I have not received a phone call, voicemail, text message or any other communication whatsoever from Paynes Furniture 
  
  Sincerely,
  
  *****************

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had purchased a full set of bedroom furniture in early February 2022. This included king size bed with headboard, footboard. mattress, two nightstands, dresser with mirror, and chest of drawers. We were told that all of the items were in stock. We received delivery in late February of everything except for the headboard footboard and bed frame. We received delivery of the bed frame about a month later. The mattress that we received was not the one that we ordered. He said it was a more expensive mattress. We decided we would keep the mattress we received. One of the nightstands was damaged. It took several months to finally get that replaced. The ongoing problem is that on the dresser and chest of drawers we have had problems since day one. We have drawers that will not open correctly, drawers that won't close completely, and a drawer that will not stay closed. I have spoken to Doug and the lady in the office more than 30 times concerning the various issues. I have been told that Doug would come look at them to see if he could fix them but he has not. That they have a replacement in the warehouse but it's damaged. That they have ordered replacements and that they were hung up in Mexico and or shipping issues. They would need to get approval from the vendor to replace these items and or fix them. I just want drawers that work properly. For the money we spent we could have definitely gotten better quality any place else.

  Business response

  02/24/2023

  we will have her scheduled this coming week for repair 

  Customer response

  03/02/2023

  
  Better Business Bureau:
  
  I would be willing to accept repair of the ill functioning items. They have not yet contacted me to schedule this. It appears that they had said it would be scheduled for the following week. Since this is March 3rd, and their response was on Feb. 24th, they should have contacted me by now to schedule this repair. Due to their lack of follow through in the past, I do NOT consider this case satisified until the repair is complete.
  
  Sincerely,
  
  *** *****

*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. ↩