Complaints

This profile includes complaints for Perfect Home Furniture (Airdrie)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Perfect Home Furniture (Airdrie) has 2 locations, listed below.

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  Perfect Home Furniture (Airdrie)

  150 2771 Main St S Airdrie, AB T4B 3G3

  
• 

  Perfect Home Furniture (Airdrie)

  Box 10489 Airdrie, AB T4A 0H7

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:29/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business said they would deliver my furniture between 2-5 pm on Wednesday April 23. The furniture was not delivered until after 7 pm. The company did not call me back the next day as they said they would and didnt offer the delivery refund that was offered.

  Business Response

  Date: 01/05/2025

  This customer has been offered a full refund for their delivery service as a gesture for the inconvenience.  I've left them a voicemail to confirm this and would be happy to chat if they decide to call me back.

• Initial Complaint

  Date:05/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Perfect Home Furniture regarding their failure to resolve an issue with a damaged product I purchased, as well as their poor customer service throughout the process.On October ** 2024, I purchased a piece of artwork valued at $*** from Perfect Home Furniture. When the item was delivered, it was visibly damaged. The box was torn, exposing the frame, which was also damaged. Despite this, I was charged $** for delivery.I immediately contacted Perfect Home Furniture to report the damage. Following their instructions, I submitted a warranty claim along with photos of the damaged product. I made it clear from the beginning that I wanted a refund, but this request has been ignored. Instead, the company offered me the option of a replacement, which I do not find satisfactory.Poor Communication and Lack of Resolution:**** follow-up emails, including one sent on Dec. 3, has gone unacknowledged.2.The customer service representative I spoke with over the phone, ******* *******, stated that their department could not approve refunds and directed me to visit the store for assistance, which is neither convenient nor appropriate given the circumstances.Concerns ************* Practices:1.The delivery of a visibly damaged item raises serious concerns about their quality control standards.2.Their lack of communication and failure to honor a refund request is unacceptable.3.I have been left with a damaged product and no timeline for resolution, which is both frustrating and financially unfair.Request for Resolution:I request that Perfect Home Furniture:1.Provide a full refund of $*** for the damaged artwork.2.Reimburse the $** delivery fee, given that the product was delivered in an unacceptable condition.3.Implement better quality control and customer service protocols to prevent similar issues in the future.

  Business Response

  Date: 12/12/2024

  I've attempted to contact this customer * different times since this complaint was issued.  I agree that the product shouldn't have been delivered with visible damage although I'm not able to mediate how or where the damage occurred.  Not sure if it was shipped to us this way or happened during delivery.  Aside from that, normal procedure is to have the customer file a damage on delivery report and our warranty coordinator provides options.  Usually, a repair or replacement are most suitable.  In this case, the customer requested a refund and was directed by the warranty coordinator to reach out to the store manager as her role doesn't include offering refunds as she only deals with warranty approved repairs and replacements.  Had she called the store to discuss with a manager, she would be approved for a refund and delivery as the product wasn't delivered in good order.  My understanding is that she called back once and the manager (myself) was unavailable.  I attempted to call back shortly after though and multiple times since with no answer.  If the customer reaches out, we'll surely be able to offer a satisfactory resolution.  

• Initial Complaint

  Date:18/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a sectional sofa from Perfect Home in ******* Alberta on *** *** ****.The sectional started to deteriorate in ******** ** ****, only 7 months after purchase.I contacted the warranty department at Perfect Home via email ******** *** ****, I had the sofa for 9 months at that point. The manufacturer warranty is for one year.They responded, and stated "You have been approved for re-selection. Please head into the store at your earliest convenience to complete the selection process to replace the sectional." Indicating that they agree the sectional is faulty and should be replaced. I live in **, and to bring the sectional back to Alberta (600 Km away), plus rent a u-haul to do so was simply not reasonable. When I purchased the sectional I asked the store sales persons if the Warranty is covered in **, They said the warranty is covered anywhere in ******. I have 2 witnesses to this conversation in the store.I offered Perfect Home the option to come and get the sectional themselves, or for them to pay a company to come and get the sectional.They Declined.They asked me to hire a third party and ship it back or bring the sectional back myself. I said that I would do so if they paid for the cost of shipping it back to their store. They refused to pay for the cost of shipping.After months of back and forth emails no resolution has been reached. Perfect Home decided to offer me ******* to keep the Sectional as is. I declined. The Manager ********************* increased his offer to ******* to keep the sectional as is. I again asked for a full refund and asked him to send someone to get the sofa.I paid ******** for the sectional and the additional Furniture Protection Plan. I have therefore decided to do this complaint. I told him I would be contacting BBB, He offered ********. They have failed to uphold They Consumer Product and Liabilities Act against goods that fall short of reasonable expectation. I have also asked for a copy of said warranty and have never been given one.

  Business Response

  Date: 18/05/2023

  This item was found to be faulty and due to it no longer being available to order, the customer was eligible for a reselection under the manufacturers warranty. Manufacturers warranties are on the product and are not related to additional services such as delivery.  In this case, the customer even picked up their item when it was purchased, further removing us from any obligation of delivery if it was even in question.  We are a local company and do not deliver to ** which is why she has been offered a 50% refund if she wanted to keep the product as-is.  A much higher offer than what we would normally give but we wanted to make every effort to accommodate a satisfactory resolution.  While we understand the situation the customer is in, weve made every offer and suggestion we can at this point and are simply awaiting a decision from her as to which option will work best under the circumstances.

  Customer Answer

  Date: 19/05/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  Unfortunately this company misrepresented their warranty. I was told the sectional would be fully warranted in BC. When I purchased the item I was never informed that if something went wrong that I would be expected to return the item to Alberta at my own expense. Had I been told that I would NEVER have bought the sectional. In fact I specifically asked that question in the store when I bought it. I was told that the full one year manufacturer warranty and my additional service warranty would be front door service in **. The company neglected to properly inform me of their actual warranty parameters BEFORE I purchased this large ticket item. I was well aware that I lived in **, and that is why I specifically asked these questions before I purchased the sectional. This is negligent on the Perfect Home company and now Im expected to take a loss on a sectional that is falling apart after only 9 months. ***** ***** **** *** ****** ********. And I am not at fault for poor communication and lack of transparency on their part.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:23/11/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a dining set for about $1600 from Perfect Home ******* and was promised delivery that never happened due to **vid and supply chain issues. They refused to refund my money. They only would give a credit. I eventually was able to buy a new home and use the credit plus several hundred more for bedroom furniture. I was promised this wS a ** ** with no history of supply chain problems and I would get it at the latest in 3 months - end of Sept. It is now Nov. 23th and I still don't have my furniture.

  Business Response

  Date: 15/12/2022

  Good afternoon,

  Apologies for the delayed response.  The original notifications regarding this complaint landed in my junk folder for some reason.  It does appear now though that this order has been delivered.

  Customer Answer

  Date: 16/12/2022

   
  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.

  They DID call me and  make the delivery of my furniture after you had contacted them.  Thank you.  My issue is resolved, but I still don't think much of the company.
  

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