Complaints

This profile includes complaints for Pearls Furniture and Mattresses's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pearls Furniture and Mattresses

  20670 Langley Bypass Langley, BC V3A 0A3

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  Pearls Furniture and Mattresses

  7635 King George Blvd Surrey, BC V3W 5B1

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:03/03/2025

  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 have attached the complaint document in the file attachment as it was exceeding the allowable characters

  Customer Answer

  Date: 03/03/2025

  Hello,
  
  
  I hope you are doing well, please allow me to apologize as this complaint email will be long and I have no other recourse in reaching out to you the authorities as efforts made from my side have been non worthy.
  
  
  1) I purchased a sofa set plus centre/side table from Pearls furniture in May 2024. However the delivery was not made until the end of June as all the time I was provided an impression that the items that we have purchased are high end from ******, in demand and it is taking time for the delivery to come in. Please note that when the delivery came in it was not made in full and it took them a few attempts to get us items that we wanted which was a centre / side table and after multiple dates were given we got the ordered items.
  
  
  2) At the time of the furniture purchase we were offered an insurance plan with an assurity that if anything was to happen with the furniture the insurance will cover it.
  
  
  3) December 2024 we started to see issues with the centre table and had to raise a complaint with Pearls furniture and after several attempts and pleading for help the owner came over and said that the issue on hand is normal wear and tear and that we should use a SHARPIE to cover up....never before I realized that SHARPIE is used for this purpose as well.....this was shear absurd from the owner and he started to play games to avoid a replacement since the issue was on the table within six months. We are two professional business owners living in the household with a high school teenager and certainly know how to protect our assets. The owner left after taking the pictures and said that he would speak with the manufacturer and get back to us and he never reached out to us.
  
  
  4) December 2024 we had another issue with the table where we started to see the surface breaking. Attached please find the picture of the table. Just before I reached out to the owner I filed the warranty and was told that this portion of the damage is not covered however we were told by Pearls furniture that everything was covered.( Reply from the ***************** attached)
  
  
  a) I called Pearls furniture and spoke with a lady called Neha and reported the issue to her and was advised that she will speak with the owner.
  b) A week later I did not hear anything from her and I called her again and was told that the owner is busy and she did not speak with him.
  c) I decided to visit the store and was told that the owner has been busy off loading shipments so had no time and she will try and engage him. Please note that during all of this I have now lost over 2 weeks of time where else nothing is in motion.
  d) On Feb ******* I called for a follow up and received a call back advising us to come and choose the table that we need and they will replace.
  e) We visited the store on Feb ******* and chose the table that we wanted and the owner said that we will be called the same day in the evening and we never heard anything from the owner. When we visited the store all we were told was to choose a table in replacement and that the old table series has been dis-continued.
  f) I called the owner on March ******* and was told that he will not deliver the table, I will have to arrange pickup up and delivery of the old table on my own or else he will charge me a delivery fees of $ ****** plus taxes and the best thing is that he now wants us to pay the difference and claims that the old table was not expensive where else the price tag on both the old table and the new table that we have asked is almost the same. Please note that when he had sold the furniture to us we were told that the items we are getting are high end from ****** and today he wants me to go on his website and choose the table set within $ ****** all inclusive and then pay the rest ???
  
  
  5) I invite the investigating officer on your side to review the past complaints that have been made against Pearl Furniture so that you can notice a uniformity with how Pearls Furniture's owner has treated customers in the past and specially with what is the quality of the furniture that they have been providing to the customers. The complaints also echo that other customers were told that the insurance will cover everything where else there were exclusions. Note that off the many complaints only 2 shows have been resolved and the remaining stay with the answered status.
  
  
  Please note that when you will check ****** reviews you will notice the same thing and review the lowest comments that echoes the consumer's voice.
  
  
   6) At this stage I am looking for the following settlement:
  
  
  1) An exact like to like replacement with the table set that was provided to me.
  2) If the table set is not available I need to be provided a table set of my choice which I have selected delivered to my place and I will not pay any difference whatsoever the discontinuation of the product is not my fault. Please note that the insurance policy when in effect will cover the exact same match or better whichever is available if the same is not..
  3) If they cannot cater to this I need to return everything that I purchased from them and need everything refunded back to me....no exceptions and they will have to collect this from my home as well.
  
  
  7) I will also be initiating complaints with other associations if required and have solicited a legal opinion if I need to pursue that route. I see that in one of the complaints the customer has reached out to the small claims court.
  
  
  Looking forward for your reply.
  
  
  Regards,
  
  
  ********
  
  

  Business Response

  Date: 07/03/2025

  Hello ********,

  
  As mentioned at the time of purchase, if an issue falls under the warranty and the product is discontinued, we will provide you with a store credit for the full amount paid, allowing you to reselect a different model.

  
  After reviewing the issue with your coffee table, we have offered you a replacement up to the full value you originally paid. As explained in-store, you are welcome to choose any other table from our selection, and we will apply the amount you paid as a credit towards your new purchase. If the price of the new table exceeds the credited amount, you would be responsible for covering the difference.

  
  For example, if you originally paid $400, we can credit you that amount. If you choose a table priced at $500, you would need to pay the additional $100.

  
  As a gesture of goodwill, we are pleased to offer you free delivery and pickup. We hope this resolution meets your expectations, and we appreciate your understanding.

  
  Thanks
  Sumit

  Customer Answer

  Date: 11/03/2025

   
  Complaint: 23009716
  
  I am rejecting this response because:

  
  Thank you to the BBB for looking into this matter for me however I wish to refuse the offer from Pearls Furniture as it is totally in-appropriate and my reasoning is as follows:
  
  The invoice from Pearls that has been shared with the BBB reads a total of $ ***** with no breakdown what so ever.
  The breakage on the centre and side table that has been reported is totally because of sub-standard material being provided to the customer and portraying the item as high end ****** furniture quality.
  The centre table when listed for sale at the store was $ ****** and $ ****** for the side table.
  Centre Table has a model number T7118 and this is listed for a minimum of USD $ ****** which translates to CAD $ ****** as of today, weblink below:
  *******************************************************************
  
  Side Table T7116 is listed for USD $ ****** at the least on the weblink below which translates to CAD $ ****** as of today, weblink below
  ***********************************************************************************
  
  PLEASE NOTE THAT FOR THE ABOVE COMPARSIONS THE ***** OPRICE IS IN EFFECT SINCE THE MODEL IS NOW DISCONTINUED AND ACCORDINGLY TO THE DEALER ****** IS NO LONGER MANUFACTURING THESE TABLES
  
  I was offered to an insurance coverage for the peace of our mind that in case something was to happen the insurance company will cover everything to our surprise the insurance company is not ready to cover anything and we have been asked to work with the dealer as the purchase is less than 12 months old. PLEASE SEE MESSAGES FR0M OTHER CUSTOMERS FILED WITH ******************** THAT HAVE DEALT WITH THIS COMPANY IN THE PAST AND HAVE COMPLAINED ABOUT THE QUALITY OF FURNITURE AND COMMENTS ABOUT THE INSURANCE COMPANY PEARLS HAVE ENGAGED. PEARLS SELL INSURANCE PLANS AT WITH A MARKUP AS WELL AND IN REALTY THERE MAY BE NO COVERAGE ASSOCIATED AT THE BACK-END.
  When the attendant at the store found about the reported issue from my side and after a few visits at the store I was offered to get something covering everything including taxes for $ ****** and that too after I paid premium price for the material that was delivered. WHEN WE BUY IT IS AT PREMIUM PRICE AND WHEN THERE IS A PROBLEM WE GET THE LOWEST PRICE OFFERED
  I am surprised that now that I have reached to the BBB Pearls is offering pickup and drop off where else I was told on the face that I have to bring the old items back and will have to take the new one unassembled as well.
  PLEASE NOTE THAT I AM NOT THE ONLY PERSON WHO IS COMPLAININHG ABOUT THE QUALITY AND THE INSURANCE HOWEVER REMAIN CERTAIN THAT THE SMALL CLSIMS COURT WILL ALSO FIND THIS HELPFUL WITH HOW MULTIPLE CUSTOMERS HAVE FACED THE SAME ISSUE. 
  At this stage I need to get the centre and side table replaced either an exact match for match or something which matches the premium price that we have paid, if that is not a possibility, I need to be refunded $ ****** and $ ****** plus taxes for the amount that I have paid.
  
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 13/03/2025

  Hello ********,

   

  I would like to clarify that we do not have control over the pricing set by other stores. Below is a detailed breakdown of your recent purchase:

  
  Kirke Power Reclining Sofa: $1199
  Kirke Power Reclining Loveseat: $1149
  Coffee Table: $249
  End Table: $149
  Protection Plan: $349
  Delivery and Setup: $149
  Taxes: 12%
  Total: $3633.28 (You paid $3600)

  
  As you mentioned in your response that the other stores are charging way more for the coffee table and that is the truth our prices for the items you purchased are much lower than market. For comparison of other pieces, heres a link to the same sofa being sold by another store for $1699, whereas you paid $1199:

  
  *****************************************************************************************************************************************

  
  i think the reason you purchased from us was because we had the lowest price available in the market. 

  
  To address your concern again, we are offering you a full credit for the Coffee Table and End Table, allowing you to select new tables up to the amount you initially paid for them. If there is any price difference, the additional cost would be your responsibility. Furthermore, we will provide free delivery and pickup of the current tables from your location.

  
  This is the best solution we can offer at this time. Please let me know if you would like to proceed with this option.

  
  Best regards,

  Customer Answer

  Date: 17/03/2025

   
  Complaint: 23009716
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********

  Dear Pearls Furniture
  
  I'm extremely disappointed with the offer to replace the damaged coffee table and end table. As you're aware, I purchased the set in June 2024, and it's unacceptable that it has already suffered damage.
  
  You are right suggesting that you do not have control over pricing set by other stores which would also mean you cant compare to them either. The reason I purchased from you was not because you had the lowest pricing in the market but because I have purchased from you before and that set had no problems. Furthermore, I'm frustrated that the insurance won't cover the damage after you up-sold it in the highest regards that everything would be covered. The letter the company sent to me states multiple times that The damage that you reported is damage that was caused during delivery and now your company is offering me less than what I originally paid. This feels unfair, considering I've been a loyal customer and have taken good care of the ********************.
  
  I was also told by you that this item has been discontinued from a consumers perspective hows it my fault. The invoice provided to me has none of the prices given stated so I would appreciate it if you could review this case again and consider offering a more reasonable solution. I believe a fair replacement or a substantial discount on a replacement set would be more acceptable.
  ********

  Business Response

  Date: 17/03/2025

  Hello ********,

  
  Because of the warranty and our commitment to help if there is any issue, we are covering the full cost of the existing table and are offering you the opportunity to select a replacement table of your preference.We will credit you the full amount originally paid at the time of purchase.Additionally, to make the process as convenient as possible for you, we are also providing free delivery and free pickup.

  
  We genuinely believe this is a generous offer, and our goal is to ensure you are fully satisfied with your experience.

  
  That said, I hope you can understand that while we are going above and beyond to assist you, providing additional credits is unfortunately not something we can accommodate.
  

  Regards
  Sumit

  Customer Answer

  Date: 20/03/2025

   
  Complaint: 23009716
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********

  Hello,
  
  I dont accept this offer of yours to refund the money at a price I didnt pay. When the invoice was generated at the time of purchase individual pricing was not listed and it is absolutely unethical for you to change the price to your liking
  
  I understand that a visit was made to my home in January 2025 and I was told that ****** will be contacted and they would be asked to replace the Table as it was within the first year of the purchase.not surprising that I am still waiting to hear back from you. I had a chance to contact Guardsman again today and they informed me that this has a 1-Year Manufactures Warranty. 
  Learning about this I then contacted ****** to inquire and they said to deal with vendor that has sold us the table. I was also advised by them that the table series has been discontinued and the price of the Table before discontinuation was Coffee table (T711-8) $579.99 and Side Table (T711-6) was $299.99.
  
  I can appreciate that you are a reseller of ****** and at several times when making a purchase I was asked to refer to Ashleys website to choose a table if there was not enough that we wanted were on display so website so now when the time has come for a replacement the price has been dropped significantly? 
  
  The offer from your side is not generous and it is only covering the least based on the numbers that you have decided to come up with however if a consumer is referred to the website than you should stick with what the website shows. At this point I should be refunded $579.99 + $299.99 for the tables or you should return my whole set at no additional cost for me.
  
  I am hoping that we can get this settled as suggested and move on with other better things we have to do
  
  Please advise
  
  Mohammad 

  Business Response

  Date: 20/03/2025

  Hello ********,

   

  As mentioned in our previous response, we do not have control over the pricing set by other stores. It's possible for the same coffee table to be priced differently, such as $199 or $799, and unfortunately, that falls outside of our scope.

  
  In our previous message, I provided a breakdown of the cost for all the pieces involved. We remain committed to offering you a full credit for the amount you paid, which can be applied toward any table from our collection. If there is any price difference, we would only charge the difference.

  
  Please let us know how you would like to proceed, and we are more than happy to assist further.

   

  Regards

  Pearls Furniture

  Customer Answer

  Date: 25/03/2025

   
  Complaint: 23009716
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********

  Dear Pearls Furniture Team, I appreciate your response, but I must express that I am not fully satisfied with the current situation. While I understand that pricing may vary between stores even though that was the brand itself, I am still disappointed with the overall experience. That being said, I am willing to accept a resolution if I am able to return or exchange the entire set, as the tables no longer fit with my sofas. I believe this is a reasonable request given the circumstances. To show my fairness in this matter, I am happy to allow you to retain the delivery fee as a gesture of goodwill. I hope we can reach an agreement that will be fair to both parties, and I look forward to hearing back from you with a solution before I have to escalate this. Best regards, ********

• Initial Complaint

  Date:16/09/2024

  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.

  Pearl furnitures have collaborated with a fake insurance company which refuses legitimate claims even after the Owner of Pearl Furniture promised that the type of claim was covered.

  Customer Answer

  Date: 16/09/2024

  We had bought furniture from Pearl Furnitures and at the time of buying the owner told us that we should take an insurance if we have a cat at home. When we asked what all is covered he told us that in case the cat scratches and tears the leather its covered. One day when an incident happened and our cat scratched the recliner we informed the owner and also shared clear pictures of the pet damage and they said we should put a claim with ******************* asap. We did exactly that but ******************* rejected the claim even when its covered. They did not give us any reason why the claim was refused. I think while buying the furniture there is no point paying for insurance if all legitimate claims will also be refused. I believed that Pearl furniture knows that the claims will be refused and still scam people into buying the insurance. Ideally they should inform the customer at the time of buying that there is an 80% claim refusal rate of this insurance and still if anyone wants to get it then its their own clear choice despite slim chances of approval. 

  Business Response

  Date: 18/09/2024

  Hello Gaurav,

  
  We sincerely appreciate having you as a valued customer and recognize that you purchased ******************** and a protection plan from us in 2019. As explained you at the time of purchase, The Guardsman protection plan is managed according to their terms and conditions, as they are the largest furniture warranty company in *************. They handle claims directly with customers and provide updates on whether a claim has been approved or denied.
  We have been attempting to reach you to gather more information regarding the outcome of your claim with the protection plan company, as we would like to explore if there's anything further, we can assist with. However, we have not been able to connect with you via phone or text.

  
  Kindly contact our store at your earliest convenience so we can discuss how we might be able to assist you.

  
  Regards,
  ***** *****

  Customer Answer

  Date: 18/09/2024

   
  Complaint: 22290180
  
  I am rejecting this response because:

  While purchasing the furniture the seller did not say that the claims of the nature discussed may be refused. It was explained very clearly to us that the pet scratches are covered under this insurance and it turns out they were still refused. So the seller gave misinformation about what is covered and even we saw in the insurance document that pet scratches are covered. It was the only reason we bought this insurance.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 18/09/2024

  Hello Gaurav,

  
  I hope this message finds you well.

  
  As mentioned in our previous communication, the decision to approve or reject the claim is determined by Guardsman. Since you filed the claim directly with them online, Guardsman handles such claims according to their terms and conditions, and we do not receive any updates or copies of their responses. It is a matter between the customer and Guardsman.

  
  That said, we would be more than happy to follow up with them on your behalf and see if we can assist in any way. If you could kindly share their response with us or contact the store directly, it would help us facilitate the process.

  
  Please also note that the in-store purchase made on June *******, included a protection plan for which you paid $199. This plan was valid for 5 years and expired on June 17, 2024. We would appreciate it if you could provide any further details regarding Guardsmans response, so we can continue to look into this matter.

  
  Thank you for your understanding and cooperation. We look forward to hearing from you.

  
  Best regards,

  ***** *****

  
  

• Initial Complaint

  Date:18/03/2024

  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.

  Purchased couch and Love-seat from Pearls Furniture in ****** ****. When we picked it up and got it home in wrapped condition and packaged, we unwrapped it and noticed severe damage to frame on Love-seat and material damage to the couch. The rest of the story I will get into at later time as I have negotiated with them and even offered to pay partial shipping back to ******* (which they said hey weren't going to accept my offer) ************ is absolutely horrible and has blamed me because I picked them up instead of paying them to deliver! Do NOT EVER BUY ANYTHING FROM PEARLS FURNITURE EVER AS THEY HAVE THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED IN MY LIFE! My wife and I bought something new and expected it to be perfect..... We now wish we never ever bought from Pearls Furniture and they have gone far enough to lie to me about things. The owner ****** does'nt hold his employees accountable and ******* (*****) lied to Summit about things. Terrible experience! WARNING FOR ALL OF YOU! I have proof and texts from Summit to show also.

  Business Response

  Date: 18/03/2024

  Hello *****,

  We sincerely apologize for any inconvenience caused by not meeting your expectations.
  

  
  Please review the attached sales contract, which clearly indicates your initials on the clause stating ALL SALES ARE FINAL.
  
  Furthermore, we would like to address the sequence of events following the pickup of your furniture on January 28th. As indicated in the pickup document, no damages were reported upon receipt, and you picked up your order in a notably small trailer. However, damages were reported 7 days later on February 4, 2024. Additionally, as communicated by ***** via text messages, it was mentioned that both pieces were unable to fit through the door, necessitating the arrangement of a glass company to remove a window for access and bringing the pieces through that window.
  
  we made a sincere effort to rectify the situation by offering to technician visit to your place. Subsequently, a technician was promptly dispatched within 3 days of receiving your complaint to your location for repair and the technician offered to repair the loveseat at the same time. Unfortunately, despite our efforts to fix the problem, you chose not to proceed with the repair.

  Upon careful assessment, including the technician's observation during the visit to your residence, it appears that the damages align with those typically associated with moving furniture into a home. As previously outlined, such damages fall outside the coverage of the manufacturer's warranty.

  However, please know that we remain committed to assisting you. We continue to extend the offer to repair the loveseat as a resolution. You have the option to either drop off the loveseat at our warehouse, or we can arrange pickup from your garage and deliver it back to your garage.

   

  Regards
  

  Pearls Furniture

  Customer Answer

  Date: 28/03/2024

   
  Complaint: 21444035
  
  I am rejecting this response because: Regarding your response to (ALL SALES ARE FINAL) YOUR'E RIGHT, ALL SALES ARE FINAL EVEN IF THERES HIDDEN DAMAGE! I never even considered the fact that once unwrapped I would be screwed by PEARLS FURNITURE! The damages were not reported simply because the lower half was covered with cardboard protection and both couch and love-seat were wrapped in thick plastic that I couldn't see through clearly! I wasn't going to unwrap it in your dirty wharehouse to inspect for damage???? The furniture was picked up Jan 28th which was a Sunday and it sat in the trailer (pictures attached) until Accent glass was able to come remove our family room window so we could get it into the room with no damage (pictures on file of furniture wrapped in house) The glass installer will be willing to testify to this as he helped my son and I should Pearls furniture not deal with this fairly. You once again lied and said that it was unable to fit through the door which was known before I picked it up and is quite obvious as you cant get a 44" couch through a 28" opening! What you call a (sincere effort) is a complete joke as I was told that someone would come by to look at the damage and ***** it but instead 3 men showed up in a ****** Corolla with no identification or Pearls furniture logos etc. never had all the material required to do the repairs! and knocked on the door with a compressor and a small box of tools and Elmers glue. While I was told that (someone would come by to look at the damage, I was surprised at this as I had an appointment for my dog 45 minutes after they arrived and wasn't able to stick around. Later that day, I called back and spoke to the lady I bought it from and she said that if I still wanted it repaired, I had to bring it back to them now as the visit was a waste of time? You are  all liars as you quoted "we made every sincere effort to rectify the situation but Pearls fURNITURE HAS DONE NOTHING BUT DENY AND LIE" Pearls Furniture is AWFUL TO DEAL WITH! They quoted (Upon careful assessment, including the technicians observation during the visit to my residence, it appears the damage align with those typically associated with moving furniture into a home) which is the most ridiculous thing Ive ever heard as I told you that not only was the furniture still in its original packaging, you cant fit something that requires a 44" opening to go thru a 28" wide door! I knew this ahead of time as I told you and thats exactly why i reported the damage 7 days later it was unwrapped in the original packaging from Deco-Rest furniture in ******* and went through a large window that was removed thats only 40" above level ground with zero obstacles.***** mentioned that ALL SALES ARE FINAL but I have never asked Pearls Furniture for a refund, I simply asked for new undamaged furniture as that is what I paid for.... I even said that I would pay for a portion of the shipping costs to send it be to ********** in ******* which I should never have had to do in the first place! From the first time I spoke with ******* and Summit (both owners I understand) I could tel that it was all lip service and there was ZERO SINCERE EFFORT towards me THE CUSTOMER! and both ******* and ***** started looking for ways to get out of it from the first time we spoke about the damage. ####WARNING TO OTHERS! #### DO NOT DO BUSINESS WITH PEARLS FURNITURE AND EXPECT TO BE RIPPED OFF FROM SUMIT AND *******!  I will also add that the severe damage to the frame is consistent with exactly where ******* picked it up with his dolly as all couches in the warehouse were stacked vertically and it almost fell off the dolly which is also consistent with the pictures indicating where the shipping brace was nailed to the frame of the couch. Everything has been all about LIE AND DENY from Pearls furniture in ****** ****. AND IS THE MOST ABSOLUTELY THE WORST CUSTOMER SERVICE EVER! Im also a small business owner in the service field in which I always have and always will keep my customers happy even if I have to give a refund which *** never had to do. TO THE PUBLIC!  DO YOURSELF A FAVOUR  AND DO NOT BUY FROM THESE CROOKS! All I expected was good customer service instead of Lie and Deny! The furniture traveled 3000 miles during shipping to Pearls Furniture and Im being blamed for damaging it on the way to my house 6 miles away? I encourage others to ****** the Better Business Bureau website and look for other complaints about Pearls Furniture which are consistant with the TERRIBLE CUSTOMER SERVICE WE RECEIVED! 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 29/03/2024

  Hello *****,

  We understand that you may not have felt the need to inspect the packaged pieces, take pictures of them at our warehouse, or report anything at the time of pickup, as initially, there was nothing suspicious observed.Typically, customers don't take pictures of packaged products, so it's understandable that this was not done. However, before unpackaging at home, you were sure that these pieces were damaged and took pictures of Packaged pieces at home. We have never seen anybody taking pictures of packaged pieces if they are not suspicious, and in this case, the suspicion arose after unloading at home,not at the time of pickup from our warehouse.
  

  As for the technician's visit, regardless of the vehicle they arrived in, their main goal was to inspect and fix, and as the issue was a quick fix, they were prepared to fix the loveseat right then and there to alleviate any further inconvenience for you.

  
  Nevertheless, we're fully committed to assisting you. As previously mentioned, we've taken steps to address the major damage reported on the loveseat. These damages are entirely fixable, and we are dedicated to fixing it per the manufacturer's standard. This process will involve replacing the dust cover and the small connecting wooden piece, ensuring the loveseat maintains its manufacturer's warranty.

  
  As mentioned in the previous response (Dated March 18) and in the text message (Dated Feb 25), we can arrange for the pickup of the loveseat from your garage and return it there once the repairs are completed.

  
  If youre still concerned that we have not made sufficient efforts, please understand that we have taken all necessary steps within our capabilities. Our position remains as stated in this response. If you have any further questions or concerns, please don't hesitate to let us know. We're here to assist you to the best of our abilities.

   

  Regards

  Pearls Furniture

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 21444035
  
  I am rejecting this response because:

  So to the public, Pearls furniture responded exactly how i expected as all they have done with my wife and I and many others has been DENY AND LIE. Everything about how this all transpired has been wrong and the customer is always wrong! Im not going to waste my time rebutting their reply as its all a complete joke! They pretend to care and keep stating that they are more than willing to repair but the fact is that they said they would repair the loveseat with there ****** glus and nails but the damage to the big couches material was caused by us even though we had a glass company remove the window at hip level so we could put it in place. Sumit also stated that its peculiar that I would take pictures of it still being packaged from shipping which is super weird as pictures were taken in case of damages as Ive already explained as I wasn't prepared to remove original shipping packaging in their dirty warehouse to inspect for hidden damage that wasn't evident when I picked it up? Also, *****'s comment about myself picking the couches up in a (noteably small trailer) is a joke as its a 6'x12' enclosed trailer with a ramp rear door and moving blankets!  Pearls furniture is desperate to defend themselves and everything from the day I picked both pieces up has all been DENY AND LIE, and a warning to the public to please NEVER DO BUSINESS WITH PEARLS FURNITURE BECAUSE THEY ARE ALL LIARS, DENY AND LIE, AND HAVE BEEN A NIGHTMARE IN DEALING WITH THEM!  BEWARE OF PEARLS FURNITURE AND SEARCH THE BETTER BUSINESS BUREAU FOR ALL THE OTHER NEGATIVE COMMENTS! NO WONDER THEY ARE NOT A MEMBER OF THE BBB!!!!!!!! 

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

• Initial Complaint

  Date:14/11/2023

  Type:Billing 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 placed an order in the ******* store Nov. 7th. The total amount is $5700 for 9 items. But they didn't give me the exact delivery date. Because my tenants need the bed in an ?emergency, my tenant has ordered from other stores. I have to remove the bed frame, 2 night stands and one mattress. They did not clarified seperated prices for every single item. So they intendedly lowered the prices of items i want to cancelled. they just gave me very little amount defference if I cancelled some items. I negotiated? with them to a reasonable price for the left ones, but no argreement . So I have to ask them to refund everything to me, but they did not agree. so i just want to cancel my order, that's the only simple solution. i have paid them $2000 they did not do anything yet. no delivery yet. But they refused to refund. They did not give me reasonabel price for less items. please call me back for more information thank you. I Need Chinese translation

  Business Response

  Date: 17/11/2023

  Hello all,

  customer agreed to pay the balance and have scheduled delivery for December 8, 2023. customer is coming back on Wednesday to make the final payment. as of yesterday (Nov 16, 2023) this issue is resolved.

   

  Thanks

  Pearls Furniture

  Customer Answer

  Date: 31/01/2024

  The consumer contacted BBB and stated the complaint has been resolved.