Complaints

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today was delivery day for 3 couches we bought last week. They brought me the wrong couch and didnt assemble it or take the trash which we paid for. We called the company and talked to the sale lady on the phone. She offered to bring us the right couch at first but when we asked for a refund for delivery she said she wouldnt bring us our couch. She said Id have to file a claim. She used getting our couch as a bargaining tool. They havent delivered our couch when scheduled. They left us without a couch for no reasons. (As punishment for wanting a refund for service we didnt get.

  Business response

  06/14/2024

  Thank you for the opportunity to respond.  Unfortunately one of the item received by customer was incorrectly packaged by factory and  there was an error on delivery. Since then we have  re-delivered and exchange the item.  Delivery Gentlemen have confirmed product exchange successfully and issue resolved. 

  Customer response

  06/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will never do business with this company again due to the way they handle their customers. The owner lies. However I done dealing with her. (Issue resolved)
  Sincerely,
  
  *******************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a vanity from this company and immediately received an email saying that the order had been received. (Nov. 3, 2023) Waited over two weeks. Sent an email to the email address provided. No reply. No replies to "chats" sent on their site (stating they are available 24/7). No replies to voicemails left on 2 different numbers. I have called many times and no human picks up.I called the manufacturer of the vanity - and they have never done business or even heard of the company that is purporting to sell their products. This company took my credit card information. As yet, there has been no suspicious activity on the card, but there are too many red flags here. Additionally, the "company" seems to have two addresses. One in NY and one in WA.

  Business response

  12/21/2023

  Thank you for the opportunity to respond.  We have looked and we do not have listed a client with this name or made an order on our site.  Please have the customer verify ******************** in ****************.  We will gladly assist if needed but at this time we are not seeing this client listed.  Please let us know if there is anything we can do assist..

  thank you

  *****

   

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On today September 30, **************************************************************************** the merchandise and it got out of hand. He started to get very disrespectful on my property to my face and he put his hands on me on my property when I asked him to leave because of the disrespect and I wouldve handled it with the store itself, my name is ****************** and I will be filing charges on the guy which name is ******. He works at modern furniture in ************* ************** off ***********. I cannot remember the managers name at this time but the delivery guy name was ************** will be pressing charges personally on ******* and I will be pressing charges charges personally on your business because he works for you all , my phone number is *********** free to contact me. The store manager was on the phone as the incident began to escalate and she kept hollering to tell him ****** leave leave but he kept on with his disrespectful self in my face on my property. I accidentally leave. He pushed me. I am a 47 year old, female lady that was by myself at my home And your employee put his hands on me again feel free to give me a call or email me ASAP as soon as possible because I am following charges. My email address is ************************ just to let you know that this all came about over a $47 bill that I have with them. Im not a month late Im not two months late Im not three months late Im just a week late can this particular Bill and I had no problem paying it. My debit card was either locked when they tried to pull the funds or it was not enough money. All I had to do was transfer some money, and it would have been all said and done, but he was so disrespectful. ****** was so disrespectful, thats the reason I asked him to leave my property. I called the office and spoke with the lady and told her everything and she said she heard some of the stuff because we was going back-and-forth and I told her I had no problem, until the disrespect

• Initial Complaint

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional back in August 2021 with a 5 year protection plan (covering stains and damages). It took me weeks to get a hold of someone to tell me who the protection plan was through (which is GBS). In November 2022 I reached out to GBS to have them come take care of a stain, spent over an hour on the phone with someone to have them tell me they have no record of my plan. I reached back out to Modern Home and they said they would get back to me shortly (it took them 3 weeks). I drove 30 minutes to their location to find out that were closed for a couple weeks during the holidays! They didnt have that information listed anywhere! Not online, their phones, email, etc. I reached back out again and they finally got GBS my plan information a few days later and I was able to submit a claim online. GBS then responded that they would be unable to take care of my stain and damaged arm because they were greater than 30 days old (Modern Home took WEEKS to set up my plan, which is why the stain sat for more than 30 days) and because it was still under manufacturer warranty. I reached out to Modern Home several times and have not heard back. I specifically bought this couch because I knew I the protection plan would cover stains caused by kids (which I have 2 little ones). I spent good money on the couch and the protection plan. Im trying to get my couch taken care of and no one is helping. There is a couple milk stains and an arm that is coming loose. Those should all be covered under the protection plan, but no one is taking care of me.

  Business response

  01/22/2023

  We are thankful for the opportunity to respond.  We are sorry you were at the time of reporting your stain. unable to locate your GBS information accident protection plan that we provided you.  We hire out GBS as their own third party entity, to support accidents, and they have their own rules in regulations in these accidents.   We are willing to assist you in advocating this please contact ******** at ************ 

  Customer response

  01/29/2023

   
  Complaint: 18813672
  
  I am rejecting this response because:
  
  

  I contacted ********* (********), per the message I received through the BBB. She told me that Modern Home is currently switching protection plan companies because I am not the only one having issues with GBS. Over the phone, she told me that if she cannot get GBS to assist me, she will transfer my information over to the new company. A couple days later, she told me that GBS would be sending someone out to service my claim and someone would call me shortly. I never got a call, but instead I got an email from GBS saying they will not help me. When I relayed that information to ********, she said she would contact them again for the damaged frame on the couch but I couldnt get help with the stain since its over 30 days. 
  

  I have been dealing with Modern Home and GBS since November. I paid good money for a couch because I was assured that my protection plan would cover accidents and no one is assisting. I wouldnt have bought this nice of a couch if I knew that the protection plan wouldnt actually work.
  

  ******** mentioned that she is going to ******* until Presidents Day, which is fine, but I have a strong feeling no one is going to help me from them for an additional month.

   

  if I cant use my protection plan, or no ones going to actually take care of me, I feel like I deserve my money back. ******** sounded very helpful over the phone, and while I know that we are also painfully dealing with GBS, I wish something was being done to rectify the situation; instead I feel like Im getting the run around and each company is blaming the other.   

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

  Business response

  02/02/2023

  Thank you again for the opportunity to respond..We.were.initially advised.you provided GBS the wrong year purchased 2022 rather then 2021, and two damage issues at once.  GBS after ***********lengthy advocacy for you has agreed to reopen ************** case. She spoke to GBS Manager.*******with GBS with case work order #******.  They have advised they will contact you in the business days.We appreciate your patience, and thank you for your understanding. Please contact at the the phone number provided if you have any questions...

  Customer response

  02/14/2023

   
  Complaint: 18813672
  
  I am rejecting this response because:
  
  

  A service technician is coming out on 2/24 to look at **************; however, I am wanting to keep this case open until we have resolution for the arm (which will be telling when the technician comes out), as well as resolution for the cushions which we are waiting on until after the arm is checked out.

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

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase date: 9/30/2022 Money paid: $1,203.41 Business committed to provide me: A NEW couch (loveseat plus chaise).Nature of Dispute: Chaise delivered has 12 inch tear in it, showing insides. Heavily damaged. Has business resolved problem: No. It has been almost 1 month and no one from claims has shown they are working it (no contact, no email response, no phone call). I've been told over the phone several times (and in person) it'll get replaced. Phone calls are now being dodged/ignored.Order #: *****

  Business response

  10/28/2022

  We have spoken to the customer and come to a mutual understanding and resolved the issue.   Modern Home Furniture

*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. ↩