Complaints

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My *********** bought a living rm set (w/full ext. warranty) in the Fall of 2021. However, it wasn't delivered until Mar of 2022. Within a year the leg supports started falling apart, they agreed to replace the set; we paid extra to upgrade to the so called "higher quality" set. We paid over $9K for this new set. When it arrived, one of the chairs on the love seat was not right, it leaned to the left when you sit in it. I called & submitted a claim. Noone called me back. Within 6 mo. or so the leg support on the rocker, 2 end chairs of the sofa, and left chair on the love seat started to fall apart. I submitted another warranty report. They sent someone out to replace the cushioning of each piece. But, again, within a few wks the cushioning didn't hold up & I called again. This time, I got the run-a-round; I've contacted them over & over. Finally, I get a hold of someone, they put me in contact with the complaint department directly & someone from there sent me a complaint link/form via text. I completed it, included the required details. I had to submit it 3 times; they said the first report needed the pics of each piece (which I provided), the 2nd time they said I needed to include pics of each piece + full pics of *************** (which I provided & included the initial pics from the 1st report). I didn't hear anything; so, I called back. They said they didn't receive anything. They resent me the warranty link again & this time, the form wouldn't allow me to upload any pics. So I had to provide everything via email. It took approx. 3 wks to receive their reply. In the reply, they said they couldn't do anything because I stated that the stitching on one of the pieces is now affected & is starting to come apart. They said that "stitching" is not covered under the warranty. I'm beside myself & don't know what to do any more. Initially, all I wanted was my furniture to be repaired or replaced; NOW, I'd like a full refund. Can you please HELP!!

  Customer response

  10/10/2024

  I'd like to note this is the Warranty document from Furniture First for the furniture purchased from Furniture Mall of Texas (owned by Couch Potatoes).

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We had bought Living room Furniture Sofa set from Furniture mall of ** in ****** in May 2022. It was delivered in August 9, 2022.The furniture was dirty and one of the sofa was torn in one place. The delivery person took the pictures and reported to the **************** @ ********************** Mall. Since then we have been trying to get the damaged furniture fixed without any luck.First of all it takes hours and hours to reach someone at the store and even after we get to talk to some one we just get a runaround and sob story. They ordered a new fabric to fix it and it was a different color. So we are at square one now.The service at this store is really, really, really bad. If they are really that busy they should stop selling furniture for a few months so they can catch up with backlog of complaints. There is no sense of urgency. With this kind of service I am afraid if our problem will ever be solved. For service I would give them 0 stars.We paid almost $6500 for the furniture. It's not that you change or replace close to six thousand dollars furniture every day or every other day. This experience with Furniture store and this damaged furniture will forever be an eyesore to us.We are really old disabled seniors and can't afford to go through all this BS everyday.We urge BBB to help us solve this mess for us as soon as possible and blacklist this lousy business so others don't suffer.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a room set on June 6, 2022, when they gave it to me this broken arrival and other drawers did not work, how they opened or did not close some others, I contacted the seller ************************************* and explained the situation, however the company does not want to be responsible, I had to go to the furniture store to see the status at that time talk to the supervisor and she told me that they couldn't help me.

*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. ↩