Complaints

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 6 I ordered an electric recliner and was told that the only reason something could be returned is if the item was faulty. In fact, I was told that if the item was faulty, it would become the salesman's property, not the store's, so the chair would be his. The chair was delivered on April 23 and today, May 8, two weeks later, it stopped working. I called the store and left a message with customer service but I am anticipating a problem as the receipt says, "All Sales are final. No refunds or exchanges."I want a ****** free return of this item. This is the second time I've had a problem with this store's customer service. They recently refused to accept exchange of a side table that I had owned for 20 minutes.

  Customer response

  05/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 4/1/23 I wrote a check out for a piece of furniture I was looking to buy. On Sunday, I called the salesman ******* and informed him I wanted to cancel that order because we were going to come back in and finance a better piece and others. ******* informed me that would not be a problem to cancel the order and not cash our check. Come 4/5/23, my husband looks in our bank account and the ********************** did indeed cash our check, which caused us to have insufficient funds. We called the store and spoke with a ******** (store manager) and when informed of what transpired, she proceeded to raise her voice and was very rude stating that there was no way the salesman would have told us that. Currently the piece of furniture is still at the store. The owner **** was there on 4/1 and informed us that the piece of furniture we were purchasing was not a good brand and they are made with plywood that will not last long. This was another factor of not wanting that specific product. The furniture superstore is not willing to work with us and will not refund our money.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Order No: ******; Order Date: 9/4/2020; Furniture Type: Malibu Couch and Rocking Loveseat (******* Twilight/Canyon Cloud)/store model; Sold by ***** (Furniture Superstore, *********)Complaint: Within a week of receiving the couch set, the fabric began to wrinkle. I spent three days at the store specifically inquiring about what is the best fabric that WOULD NOT WRINKLE. Because each of the couches are only one cushion, I asked about the potential of these sagging and not wrinkling; I was assured that the "one cushion" would not do this. I spent 3 days looking at fabric, but was pressured to get the floor model because it would be months before I could get the couch set. I have attached the ongoing emails to the Furniture Superstore as well as two letters addressed to the vice president of *********** furniture. The emails from the furniture store stated: "As stated earlier this is a normal wear on all bench seat cushions as these require a long stretch of fabric without any breaks you will tend to get small ripples in the fabric over time due to the fabric stretching when you sit. There is no need to bring in the cushion as there is nothing we can do as this was the style you choose." Now, over a year later, they have agreed to replace the foam, but the fabric is going to STRETCH again. "FInal response from *********** Furniture: "The pictures that you provided with the letter actually do indicate that the casing has moved or is not on the foam core correctly. This can be taken care of by what is termed as regulating the cushion and is part of normal maintenance for a product of this nature. The wrinkling is just an effect of the foam core reacting and even the fabric possibly stretching which can be normal as the product changes." Conclusion: This means that the fabric and foam will do it again. Please see letters and emails for more specifics. Would consider an exchange if the reviews are 4 starts or higher.

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife purchased a nice chair. I had covid and she wanted to help. Sadly she had 3 strokes recently. We have business with the company in the past and bought things. I called them and though the items were not delivered we are not receiving a refund.

*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. ↩