Complaints
This profile includes complaints for Dufresne Furniture & Appliances's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 41 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/06/2025
Type: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.
Bought coffee maker and with in a week it failed. Went back to Dufresne and they said it’s a manufacturing concern. I contacted cuisinart and they told me I have thirty days to return it. Dufresne says it there company policy that it cannot be returned after 48 hours. Talked to a person there and they are not going to do anything. I would like my money back.
Business Response
Date: 26/06/2025
I spoke to Al today and guest stated the coffee maker has been exchanged. The exchange took place 6/3, and there are no issues with the new one. Everything is working great. This is closed.Customer Answer
Date: 26/06/2025
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,
Al ******Initial Complaint
Date:27/05/2025
Type: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.
On May 13 I purchased 2 mattresses and mattress protectors at Dufresne ******* I was told delivery would be before the end of the month. I called today because I hadn't heard anything only to be told that the ESTIMATED date is June 2 and then they still need to deliver. I went in to cancel my order because other stores can guarantee a delivery date this week. I was told within 30 days I could get a refund. I went in to process the cancellation only to be told that it has to come from head office via e transfer. Only they can't even tell me when I'll get it. They need to email head office to ask them and then they'll msg me to say when I can expect it. I called corporate head office only to be told that Ottawa is its own store and it has to be them to do it. They have over $**** of my money, can't produce the product I purchased and can't produce my refund.Business Response
Date: 17/06/2025
I called ***** ******** and there was no room to leave a voicemail. I emailed "*************************". Guest order was cancelled and shows to have been refunded on 5/28/25.Initial Complaint
Date:15/01/2025
Type: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 all my appliances there in June, within them was an ** electric range. The range started failing as soon as one month after the purchase, every time it failed took in average of 2 weeks to be fixed by **, that happened 3 times. On mid December, it failed again so finally ** declared the range beyond repair and offered me a credit store to buy a new one. I waited 2 weeks for an authorization email that arrived first time on Jan 09/25, since that day I have been contacting Dufresne two times and they are telling me that even though they have the authorization it has not been approved yet. As I live outside Winnipeg, besides waiting for that authorization I will need to wait even more because of the out of the city delivery. In total it will be more than two months without the $**** range I bought (between repairs and replacement), No body is taking responsibility, no body is giving me some answers, **** *** **** ******* *** **** between ** and Dufresne, but in the end I didn't buy it from **, I gave my money to Dufresne.Business Response
Date: 28/02/2025
I called ***** ********, guest answered and then the line dropped. Called again and gave busy tone. I emailed guest at **************************** to get more info. Item was exchanged in January 2025.Initial Complaint
Date:15/01/2025
Type: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 a King size Massage bed from Dufresne furniture, along with a mattress protector and platform bed frame on August 29, 2024. Delivery date was scheduled and made on September 17, 2024. It was delivered to ******* ****** on September 17, 2024.
When I opened up the box and set it up, I realized that the bed had missing parts. The bed is missing its: extender hose, control box and remote. I bought the bed for the purpose of the massage function and have never been able to use my bed for its intended purpose.
On September 18 th , 2024, I called Dufresne to resolve the missing parts and they directed me to their online support to open up a case. They responded by online support, on September 18 th , and said that I would get my missing part in 2-4 weeks’ time. October 4, 2024, I called Dufresne and asked for an update. I was told that the order was cancelled due to not having a picture of the missing part. I explained again that it came incomplete, and I did not have a picture to
provide. The man apologized that there must have been a miscommunication and reordered again. November 4, 2024, my husband this time called the customer support line for another update. And the EXACT same scenario happened. They stated that it was cancelled AGAIN, because of the missing picture, of the missing part. We asked, how do we provide a picture of a part that we just never received? They again apologized for the inconvenience and agreed it was an oversight on their part and that we would get the part sent to us. January 13, 2025, we gave Dufresne enough time to resolve this matter. On January 14, 2025, I called and cancelled the order and asked for a refund. They told me that they could not issue a refund this late, it would have had to been in 48 hours upon receiving the bed. I paid almost $**** in full, for a bed that does not function. ******** ****** **** *** **** *** ***** ******** **** ** * ***** *** ** ** ** **** ** ******** ** ******Business Response
Date: 28/02/2025
I spoke to Angela today. Guest informed of the missing parts for her bed that she never received, and has a bed that she cannot fully function. Guest stated she filed a dispute with her credit card. I am reaching out to accounting to see if they have anything. I also informed guest that I can possibly exchange it. Looking into item to confirm if we do have this in stock and will follow up once I have feedback.Initial Complaint
Date:10/01/2025
Type: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.
On March 14, 2024 a dishwasher was purchased. The dishwasher was delivered on June 14, 2024. We were in the middle of kitchen renovations, so the dishwasher was kept in the original packaging and placed in a separate room. While recording the serial number, I recognized that the dishwasher that was delivered was a different model number than the dishwasher that was purchased. (Model purchased: *********; Model delivered: *********). I assumed this was a simple mistake and contacted Dufresne to rectify the error. I was told the item delivered was what we purchased. Dufresne looked up our sales invoice and confirmed their invoice on file showed the model number being the same as the one delivered. I emailed them my invoice copy with the different model number at which point they agreed it was the incorrect model, but essentially the same dishwasher. I asked to have the model I purchased provided to me, but they did not have any stock of the model purchased. Several emails were exchanged, but no resolution was provided. My last email and phone call were not responded to, although prior to that they hinted they would 'make amends'. Ideally, Dufresne will refund the difference in the price between the two models, which at the time was $***. As we have now completed our kitchen renovation, we had no choice but to install the delivered dishwasher, or go without a dishwasher for an extended period of time. Screenshots to show the difference in price and models were taken from the ** website (Dufresne no longer listed the dishwasher we purchased) on June 23, 2024. Dufresne suggested that the price difference did not apply because we purchased a sale item and the prices change all the time. ***** **** **** **** * **** *** ****** ********* Either way, I would like acknowledgement that a product was knowingly (their invoice was changed and differed from the original invoice) substituted without my knowledge, compensation for the difference in listed price and closure.Business Response
Date: 16/01/2025
On March 14th the guest purchased dishwasher ********* for $******* The dishwasher was not in stock, and was on backorder delay from **. On April 30th our organization was informed that ** *********** was discontinuing that model and would not be fulfilling this order. ** had introduced a direct replacement which was *********. The replacement model has the same features as the previous model (that is why the *** is same in both models). The only difference was the "FN" which signifies Front Controls, and the "PN" which signifies Top Controls (AKA Integrated Controls). The change is considered an improvement and a premium. All of the higher end (more expensive) ** dishwashers have their controls on the Top as opposed to the Front.
When the guests noticed the difference, they said that the front controls were important to them and asked for monetary compensation to keep the model that was delivered. The guest was told that monetary compensation was not an option because the $****** they paid for the dishwasher was well below cost. In a phone conversation, the guest was given 2 offers to rectify the situation. We can exchange the existing dishwasher for an ** ***** with front controls (but as stated earlier, all front control models have lesser features), or we can take back ********* (providing it was in its original packaging) and refund the $****** plus tax. The guest did not contact us back to select one of those options.
In response to the 2 pictures that were posted in this complaint, there is a valid reason for the price discrepancy. Appliance manufacturers recently switched from MSRP (Manufacturers Suggested Retail Price) to Map (Manufacturers Authorized Pricing). When the LDFN4542S was posted on the LG website, they would have used MSRP. During this time, all retailers would show an MSRP, and then a Sale Price, and the associated savings. Now all the manufacturers show their products under the MAP model, which is the current selling price. Savings are no longer posted under the MAP system. All manufacturers have switched to the MAP system, and that is why the current model (LDPN454HT) will show a lesser amount.
At the end of the day, it is unfortunate that LG could no longer product the dishwasher that was on the original order. But from a performance / functional standpoint, the guest received the exact same dishwasher. It was the direct replacement from LG. The only difference was the placement of the controls.
Customer Answer
Date: 16/01/2025
Complaint: ********
I am rejecting this response because:Dufresne states they were notified on April 30, 2024 that
the purchased model was being discontinued. This was 6 weeks after the purchase
was made. Dufresne made no effort to contact us and advise of the change.
Dufresne manually changed the sales order without our knowledge or consent.We did not ask for monetary compensation. We asked that the
model we purchased be provided. At no point, until the response to this
complaint was received on January 16, 2025 were we notified that the purchased
model was discontinued. Dufresne did offer to substitute a model of lower
quality, which we declined. Their statement that “All” models with front control have lesser
features is false. They did not at any time offer to take back the delivered
product and refund the purchase price. Dufresne states that we did not contact
them to select one of the options. This was not possible because those options
were not presented to us as they describe. My last email to Dufresne has been unanswered. They
explain the discrepancy in pricing with respect to the photos provided. Those photos (screenshots) were taken directly from the ** website on
June 23, 2024 – almost 2 full months after Dufresne states they were
discontinued.Today, January 16, 2025, the dishwasher model that we paid
for (*********) is available on the ** ****** website and is NOT discontinued
as stated by Dufresne.Sincerely,
***** *******Initial Complaint
Date:04/12/2024
Type: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 purchased a set of couches n November 21/21. We purchased the extended warranty
, spending $****** plus tax. We were told the couches were leather but they are not. One of the headrests is peeling, I was told by service this isn't covered because of head oils. I was offered to pay another $*** plus tax to repair it. When we purchased the set, we were told the extended warranty covered everything. I would like to have this repaired, at no cost.Business Response
Date: 01/01/2025
We have informed guest that since it is out of the 1 year manufacture warranty, guest would need to pay the parts and labor costs as this is not considered a manufacture defect. Guest doesn't agree. There is nothing more we can do.Customer Answer
Date: 02/01/2025
Complaint: ********
I am rejecting this response because: we purchased the extended warranty and were told it covered everything.
Sincerely,
Barbara *******Business Response
Date: 08/01/2025
Informed Mrs. ******* that we cannot override the extended warranty denials. We can offer service however guest is out of the 1 year and would have to pay out of pocket for parts and labor. Guest declined. This is closed.Initial Complaint
Date:03/12/2024
Type: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.
Subject: Complaint Regarding Defective Recliner Sofa and Poor Customer Service – Request for Refund or Replacement
I am writing to formally file a complaint regarding the poor quality of a five-piece recliner sofa set I purchased on January 22, 2024, from your Dufresne location at 1750 Ellice Ave, Winnipeg, MB, R3H 0B3.
In July 2024, I noticed that one of the armless chairs began ripping at the corner. I promptly filed a complaint. The following month, in August 2024, a second chair developed the same issue, prompting me to file another complaint.
On October 10, 2024, I received a message from Dufresne regarding the part installation for one of the chairs. I scheduled an appointment, and when the technician arrived, he only had the replacement part for one chair. When I inquired about the second chair, he informed me that he was only assigned to repair one piece.
I immediately contacted customer service and discovered that no part had been ordered for the second chair. Despite my previous complaints, I was asked to upload new pictures of the damaged part once again.
Now, a third chair has developed the same ripping issue, which indicates a clear pattern of defective quality across the entire sofa set.
I am extremely disappointed with both the quality of the furniture and the inadequate service I have received. Therefore, I am requesting a full refund or a complete replacement of the sofa set. I no longer wish to keep this product, as it does not meet acceptable standards of quality or durability.
I appreciate your prompt attention to this matter and look forward to a resolution at your earliest convenience.
********** ******* ***** ***** ********** ***** ********** ****** ******* **********Business Response
Date: 01/01/2025
We have informed guest that we do have to service as this is a warranty claim and the issues were not reported within 72 hrs of delivery. We do have to attempt service 1st. Guest aware we are waiting on parts. Will service once parts arrive.Initial Complaint
Date:14/11/2024
Type: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.
Received end table damaged. They were going to send a new one. After one week of not hearing anything called only to find out nothing done. They did at that time order. When they delivered
The second table not a new one in the box as the first one was but it was assembled and damaged. Had to fill out warranty and this time they were going to repair. I paid for a new table not a display model. Cannot get ahold of store as they have only recorded choices. Called sales rep as he gave us his number - told me first time would get me new table and will call next day. He
Did not so I called again and was told to call customer service
All I want is a new table in box that I paid forBusiness Response
Date: 19/12/2024
I left a voicemail for *** ******** and emailed ************************* today.Customer Answer
Date: 19/12/2024
Have left message with Melanie
************* *** ****
also responded to their email
Customer Answer
Date: 20/12/2024
Returned call Dec 19 - 9 am also send email response
called again Dec 20. 8:35 am. No return call yet
Customer Answer
Date: 20/12/2024
I have called twice Dec 19/20 left messages and send email response
as of 5 pm Dec 20 have heard nothing back
I then sent email to them outlining the numerous issues with this company
**** ******** ** ***** ** *** **** *** ** ** *** ***
Business Response
Date: 21/12/2024
I spoke to Mrs. ***** today. guest informed of the issues with the end table. Item was finally replaced after the 3rd try. Offred 20% off the table for the inconveniences. Total $****** to be refunded to credit card used at time of sale. Guest accepted. Submitted refund and will update once completed.Customer Answer
Date: 23/12/2024
We made contact on Dec 21.
They did see all correspondence on my issues and offered an additional 20% off the end tables for my issues in this. I accepted as I feel it was a fair offer. I did advise them that their 15% restocking was not right as I was not returning due to a change of mind but because of damages.
I now have my tables which are in new condition. This is all I wanted from the start.
thank you
Customer Answer
Date: 23/12/2024
Yes I am in agreement with this
Thank you
Initial Complaint
Date:23/10/2024
Type: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 a Maytag washer in dryer with pet pro option April 2024. The pet pro function on the dryer has not worked since the second week I had it
Twice in the last 3 months the washing machine has completely stopped working requiring me to turn it off x 24 hours. Spoke to manager, pushed me of to customer care. They will only send someone to look at dryer. If they deem nothing is wrong, I pay for the service call.
They refuse to look at washer since it is working today. There’s a high probability it’s a defective machine when it requires shutting down the unit for 24 hours.
In today’s economy, a customer should expect quality products &exemplary customer care.
I have received neither. These appliances are brand new & purchased within the last 6 months.
Very disappointing overall guest experience.Business Response
Date: 12/11/2024
I have emailed ***********************Customer Answer
Date: 15/11/2024
Ashley furniture emailed me on November 13. I have left 2 voicemails for the escalation specialist assigned. No response.Business Response
Date: 20/11/2024
I left a voicemail for ***** ******** and emailed ***********************Customer Answer
Date: 26/11/2024
Complaint: ********
I am rejecting this response because:I had left 3 voicemails & 3 emails prior to a response.
I have been waiting for her to set up a service call x 5 days. I have not heard backthis issue is not resolved.
Sincerely,
Trisha ******Business Response
Date: 19/12/2024
Reviewed tech report and technician stated he leveled the unit and seems to be okay. This is closed.Initial Complaint
Date:03/10/2024
Type: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.
Bought a bed frame via online store. Paid for the white glove delivery which includes installation.
Delivered on Sept 28, 2024.
Delivery people were 2 hours ahead of the 3 hr scheduled window. Visibly annoyed when we asked them to come back at the scheduled time.
They installed bed so egregiously wrong that one of the Dufresne employees I later showed picture to was shocked. Bed wobbly with light touch - not structurally sound. Screws only half inserted. So obviously wrongly installed * *** **** ******** **** *** **** ************* Also furniture was damaged in multiple places.
We have been resorting to sleeping on mattress on floor.
I called the Dufresne service line immediately when this problem was noticed after the delivery guys left. Was told there is a messaging app AI that takes complaints and submitted. Did as told - received email 2 days later that stated we could either get 10% refund, 15% in store credit, or have technician assess the damage. Told to call the same help line to arrange for next steps.
Called help line back, was told no technician was available within 2 weeks.
Asked for refund, was told with refund only 90% of pre-tax amount would be received.
I read their terms and conditions and told them that my case was different because my furniture was damaged by their delivery staff. I was told there was nothing I could do and nobody I could talk to. I went to a physical store who confirmed service desk is only via phone and nothing they could do.
I am very upset at the roadblocks encountered and lack of accountability for this company to own up to their actions.
***** **** ** ******* *** *** *** ***** ** ******* ***** **** **** ******* ** ****** ****** ******* ********** ******** * ***** ** ***** ** ******** **** ** *** ********* ** **** * *******Business Response
Date: 31/10/2024
I emailed ************************ today.
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