Complaints

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

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  Furniture Land & Mattresses

  13581 77 Ave Surrey, BC V3W 6Y2

• 

  Furniture Land & Mattresses

  110 12180 Bridgeport Rd Richmond, BC V6V 1J3

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:11/06/2025

  Type:Product 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.

  Blatant scam and disgraceful customer service. We paid a $1,000 deposit at Furniture Land staff member name ******, after being explicitly promised a full refund if we changed our minds. When we canceled, owner *** and he flat-out refused to return a single cent, claiming that the 75 minutes he assisted us somehow justified keeping our money. Thats not just dishonestits predatory. Now the situation is: they have my $1,000, and I have received absolutely nothing in return. No product, no servicejust empty promises and smug excuses. This was a clear bait-and-switch, and **** dismissive, unapologetic attitude made it even worse. Avoid this place at all costs. Theyll take your money and leave you with nothing but regret.They cannot legally do that here in ******, will go on with this matter legally and fill file complaint to BBB as well as in Consumer Protection BC. Very poor service of staff as well as owner. They think they can bring some excuses with women. THE CONTRACT I SIGNED SAYS THAT ALL SALES ARE FINAL WE DONOT OFFER RETURNS OR EXCHANGES, but no product was picked or delivered yet, this was just an estimate and i have to apply for loan once it gets approved only then deal is final. BUT OWNER IS VERY ADAmant and rude and whole ****** CHANGED HIS STATEMENT IN FRONT OF OWNER *** ABOUT FULL REFUND IF CHANGE IN PLAN

  Customer Answer

  Date: 30/06/2025

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

• Initial Complaint

  Date:29/05/2025

  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 purchase a couch from this business in May of 2023. I had a 1 year manufacturer warranty and in December 2023 I reached out and let them know that the couch has ripped and the pull out part is broken. They advised me that my warranty will cover it and they will be sending me a new couch. Now it has been 2 years since the purchase and they continue to say they will be sending it but dont know when. Ive reached out to the business over 12 times and at this point feel that they wont be sending it at all.

  Business Response

  Date: 11/06/2025

  Hi , WE ARE REPLACING NEW SET ALL SORTED IT OUT WITH CUSTOMER . ***** CAME IN STORE & RESELECTED ANOTHER SET WHICH I WE GOING TO SHIP ON TUE 

   

  Thanks

  *** Manj

   

• Initial Complaint

  Date:06/02/2023

  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 purchased furniture from their ******** Store on December 16, 2019 and purchased a 5 year protection plan (*********) at the same time.When I tried to raise a claim last week, ********* says they have no record of my Service Agreement or the plan I purchased. I have reached out to Furniture Land on 7 different occasions since last week and they have not provided any assistance in helping me with a copy of the Insurance plan I have pruchased.

  Business Response

  Date: 08/03/2023

  Hi ******,
  
  We've already settled with the client privately as it was a simple misunderstanding. Please let us know how to proceed.
  
  Regards,
  ******** ****
  Furniture Land & Mattresses
  ********************************************

• Initial Complaint

  Date:13/12/2022

  Type:Product 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 sofa and love seat with Furniture Land Richmond over the phone on July 1, 2022.
  As per the attached invoice we ordered the sofa **************** and love seat ****************. The sofa's are made by a company called ***.
  We received the order the week of September 26, 2022. Upon unwrapping the sofa we noticed we received the wrong sofa, the sofa we received had model # ***** which translates to ****************, which is a completely different sofa, not the one we ordered. The next day after making this discovery, I contacted Furniture Land Richmond by phone and told them about this issue and they asked me to send pictures of what I received, which I did (see attached email interaction and pictures). They said they would contact *** and try to find out more information concerning this mistake, this was on October 2, 2022. Since then I have spoken to them on the phone asking if there has been a resolution with ***, if I will get the correct Sofa, and they said they maybe it might be easier for me to keep the incorrect sofa and that they can potentially give me a credit of up to $1100 to make up for the error. The person I was speaking to over the phone then said that only the owner can resolve this and that he has been contacting *** because it is *** who will approve this credit. After not hearing from them for a few more weeks, I called again and they said that the owner is now away in India and can only resolve this when he returns. He has now returned from India and I tried calling them again and they keep on telling me he is busy with another customer. Unfortunately I don't have this in writing, it was spoken over the phone but I do want this resolved, either with the correct Sofa or with the promised credit.

  Business Response

  Date: 14/12/2022

  Hi  I already talk to customer &resolve issue last weekend . i refunded on his master card as we agree . this matter is solved now 

  Thanks

  Sam Manj 

   

  Customer Answer

  Date: 26/12/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:12/09/2022

  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.

  We recently ordered a custom made sofa, but we received it 3inch short with a dirty and horrible look surface fabric sofa. we tried to contact the sales and the customer service, And all they said was it is within the manufacture error range, all the custom made sofas are like that, and I should totally accept it! They won’t admit they made a terrible product. And They will not do anything about it! They will treat you so differently after you pay. Don’t fall into their lie, just try to avoid the mistake we just made!

  Business Response

  Date: 26/09/2022

  We double checked all the details at our end and on the invoice and found out that the furniture which the customer has received is exactly the same as what he ordered.
  If we talk about model ,fabric ,seat firmness and size everything is the same as what he asked for.
  Regarding dimensions we always take +/- 2 inches as grace margin since these are customized sizes and cannot be made in because manufacture can not control of seats sizes & frame 
  We explained all this to the customer and assured him that he has got the same colour and fabric which he is claiming to be in a horrible look . first he was clamming only 2 inches size is smaller . then after few days he is complaint fabric looks 
  Seems like all his claims are with malicious intentions of getting some discount. First he told us about 2 inches short size and when we gave him our explanation to which he was also satisfied at that point of time, then next day he came up with another cooked issue about receiving furniture in a horrible look.
  We again tried our best to tell him that  the texture of fabric is like this only.
  There is a layer of light brown threading under white colour.
  
  
  As a part of customer service we offered $100 credit since he was unhappy for no reason.
  But to our surprise he came up asking for $600 credit, which was not practical for us,so we declined and he started *********** us about going on social media and making complaints against us which he actually did to harm our reputation.

  we made sofa what he order ,2 inches size which he is complaint we explained already , fabric is same which he order .still we are willing to refund $100 
  
  Thanks

  Sam M*** 
  
  ** * **** ** ******** ******* ** ******* **** ****** ***** ** *** ******* *** ** *******
  *** ** *** ******** ** **** ** ****** *** **** ******* ***** *** *** ********* *** ***** ** ******** *** ** ******* *********** ** ***** ***** ** ****** ***** *** ****** ********** ******* ** ***** ** ******** *** ** **** *** ***********

  Customer Answer

  Date: 27/09/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: at the time when we order the sofa, the sales promised us that  the sofa will be exactly the size we order and the quality will be the same as the one in the showroom. But we did not get the size and quality we have been promised, and we did not hear any warning about the grace margin of the manufacture, all we hear from them now is the excuses of the manufacture error is standard in the industry and we should accept it anyway! They offer 100 in store credit, but we are not going back to their store anymore anyway, so we do not accept the offer, they didnt delivery the product they promised us.

  
  
  
  
  Sincerely,
  
  
  
  ****** ***