Complaints

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

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  Furniture Spot Incorporated

  3606 Strawberry Hill Street, Halifax, NS B3L 3B4

• 

  Furniture Spot Incorporated

  118 Wyse Road Unit 3A Dartmouth, NS B3A 1N7

• 

  Furniture Spot Incorporated

  6189 Young Street Halifax, NS B3K 2A5

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:25/03/2025

  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 purchased brand new sofa F-1001 Dale Grey fabric pull out sofa bed which had lose screw on the first place. While I reached to the customer service they told me to buy from c******* t***. However they make me travel to their outlet twice and provide one after I made requests. Just after using for 19 days there was a dip that appeared on the sofa. I reached to the customer service as sofa is still under coverage to provide me with refund, exchange or at least repair. They completely denied my request blaming that it was due to misuse. Lady insisted its not from the manufacturer just by looking at the picture. I felt totally scamed as the high price I paid for the item that has such a poor quality. And worse due to the customer service.As if they only want sell their products and zero importance to what happens next. One year warranty is just to fool the customers.I even made request with quality control to provide me the contact details of the management or the owner she responded me she is higest I can reach.

  Business Response

  Date: 25/03/2025

  Hello, 
  
  Regarding the Loose Screw:
  When you informed us about the loose screw, we immediately worked to resolve the issue. To ensure accuracy, we needed the correct size information from you before ordering the part. This is a standard practice to avoid delays or incorrect replacements. Once confirmed, we provided you with the correct screw in a timely manner and never asked you to purchase it yourself.
  
  Regarding the Dip in the Sofa:
  Your claim was thoroughly reviewed by our professionals. The dip is located at the front edge of the seat, not in the usual sitting area. Additionally, based on the size (approximately 4 inches wide and 2 inches deep), this is not typical wear and tear but rather a result of a sudden impact or misuse.
  
  Furthermore, the size and shape of the indentation are consistent with the footprint of a child, strongly suggesting that jumping on the couch caused the dip. This type of damage does not occur from regular sitting, especially within just 19 days.
  
  Warranty and Customer Service:
  Our warranty covers manufacturing defects—not misuse or accidental damage. We always ensure fairness in our assessments. Unfortunately, we are seeing an increase in customers submitting warranty claims for damage caused by improper use, and when claims are denied, they resort to negative reviews.
  
  It is very disappointing to see ingenuine warranty claims, and when they are rightfully declined, some customers attempt to tarnish our reputation rather than accept responsibility. We take every request seriously and always strive for fair resolutions. However, fairness works both ways, and all we ask is for customers to be genuine in their claims.
  
  Clarification on Customer Service:
  ? Customer service is about fairness, transparency, and timely resolutions—not automatically approving every request.
  ? It is about assisting customers within the boundaries of policies, which we apply equally to everyone.
  ? It is about balancing empathy with business integrity—not bending rules at the cost of fairness.
  
  We take pride in resolving warranty claims quickly and fairly. For example, we recently processed a mattress warranty claim in just 2 hours, whereas other stores take at least two weeks for similar requests. Our refunds and exchanges are typically resolved within one week, while many competitors require a minimum of one month. We know the wait times at other stores and strive to provide superior support.
  
  Product Quality & Track Record:
  The sofa model you purchased has had zero warranty claims until yours. Out of hundreds sold, yours is the only reported issue—less than 0.5%. This is not indicative of a poor-quality product but rather an isolated case.
  
  I genuinely regret that you feel disappointed, but the decision was made based on facts, not assumptions. If there were a valid manufacturing defect, we would have covered it without hesitation.
  
  Thank you for your time.

  Customer Answer

  Date: 25/03/2025

   I am rejecting this response because 

  I bought brand new sofa from the outlet and paid the high price expecting it to be good quality that lasts for few years. It is difficult to accept furniture like sofa getting damaged within days of use. As it shouldn't be so fragile that gets damaged just by general use. While I am confident that there's been no misuse and I should get sofa refunded, replaced or repaired from the brand as it's within the warranty period.

  
  

  Business Response

  Date: 26/03/2025

  We stand by our original assessment. The dip in M** ****** sofa is not consistent with regular sitting but with a sudden impact or force. The location, depth, and size of the dent indicate that something—most likely a foot—landed heavily on the cushion. Foam compression caused by normal use develops gradually, typically in the sitting zone, and is broader and more shallow in nature.
  
  Please see the attached images to compare the difference between impact damage and standard wear from sitting.
  
  Thanks, 
  ***** 

  Customer Answer

  Date: 26/03/2025

   I am rejecting this response because:
  
  
  Response provided is same and repeated doesn't provide any solution. This shows they are not really willing to do their part that means it's going to be waste of money for me. I insist on getting refund, sofa replacement or repaired.

• 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.

  On October 24th I bought a mattress from Furniture Spot and Mattress Outlet on ********** **** ** ** ******** The one I tried in the showroom was very soft and comfy, which is perfect for my arthritis, and the salesperson assured me MANY times there is a 100 night FREE trial. Great! Very excited I took it home and set it up. It didn't feel nearly as comfy as the one in the showroom. Hmmm, something not right here... Well I thought maybe it just needs a little time to fluff up. Was I wrong! I woke up in the morning so stiff and sore I could hardly get out of bed! And it took a good 20 minutes to work out the stiffness! I packaged the mattress back up in the original packaging and immediately called the store to return it for my money back. That's when I found out the 100 night FREE trial is NOT A FREE TRIAL at all! The salesperson had repeatedly told me about the 100 night FREE trial but failed to mention they don't give your money back! (Nothing written on receipt either). When called they said they emphasize it during the sale (they don't). Instead they give you a replacement mattress, the same quality (which I thought was extremely cruel they would even suggest I put myself through that pain again!) or upgrade, at extra cost of course, AND you only get 1 replacement! Then what? What if that one's just as uncomfortable? Again, Hmmm...
  That's when I also found out about the $50 restocking fee. When I asked them to take it back they said they can't put the mattress back in stock because they can't resell it. So why a restocking fee? Once again, Hmmm...
  In the end, after multiple emails back and forth (a few of them could be construed as slightly threatening) I bought a mattress from ***** They are also a ******** company, mattresses are 100% ******** made, they offer free shipping and a 120 night FREE (REALLY FREE) trial. If it is unsatisfactory I return it for a FULL REFUND! Imagine that! And they pay the return shipping too!
  Having a great night's sleep now!

  Business Response

  Date: 06/12/2024

  According to our policy, the client was eligible for an exchange only (after opening the mattress and using it for a while), as clearly stated on her invoice.
  She contacted our support team, who responded promptly and approved her request for an exchange. However, the client chose not to proceed with the exchange. Instead, she left a 1-star review containing remarks that were not entirely accurate and has continued to raise the same concerns with the BBB.
  If she wishes to proceed with the exchange, she is welcome to do so. She simply needs to contact our support team, who will be happy to assist her once again. We also encourage her to amend any inaccuracies.
  Beyond this, the matter is considered closed. It is not acceptable for customers to unpack, use, and then seek to refund mattresses—especially after having tried them in our showroom.
  Our policy is fair and binding for all parties involved, and our charges remain significantly lower than those of other stores in **** *******
  
  Thanks, 
  L**** 

  Customer Answer

  Date: 08/12/2024

   I am rejecting this response because:  I am attaching a copy of the original receipt, which does NOT state there are no refunds. If you can find it on there please point it out to me.  I would also like to respond to their message, specifically :   

  
  

  1. "According to our policy, the client was eligible for an exchange only (after opening the mattress and using it for a while)"

  - I repeatedly told them I used it one night, they make it sound like I used it for a long time, I just love how they twist things around! 

  2. "She contacted our support team, who responded promptly and approved her request for an exchange."

  - It was many emails before they approved an exchange (which I did not request, I requested a refund) I have saved all the emails for future reference if necessary.

  3. "Instead, she left a 1-star review containing remarks that were not entirely accurate and has continued to raise the same concerns with the BBB. We also encourage her to amend any inaccuracies." - I have not made any remarks that were not accurate, but they have:

  - When I copied and pasted return policies for **** *** ***** **** *** ******* this is the response I got:  "Hi S****, I’m not sure where these warranty notes came from, but they don’t appear to be accurate or may have been altered."   My response:  S***** are you implying I altered the information I copied and pasted directly from **** *** ****, ******* *** **** (********************************************** and **** *** **** *************************************************************************************************** websites?  Perhaps if you had taken the time to actually go to the sites to look for yourself, you would have seen the accuracy of the information I sent you, rather than just throw snide remarks at me.  (Like the "We have contacted the store and they know you and **** ******* well"   That almost sounds slanderous and a little intimidating to me!  By the way, I have been to the store once, and ** ******* passed away many years ago.

   

   

• Initial Complaint

  Date:09/11/2022

  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.

  I purchased a mattress from this company on November 5th. During the time of purchase I paid for delivery. There was 2 different options for the delivery. I was told that the cheaper one just left it at the door and the more expensive one brought it in to the home. It was my understanding that in the home meant right to the bedroom, taken out of the bag, and placed in the bed. The sales associate didn’t clarify exactly what I was paying for.
  
  On Monday, November 7th; the mattress was delivered while I was at work and my 88 year old father was at home. When I got home I found that the bed was in the bedroom but still in the bag and not on the bed.
  
  I called the store and questioned it and was told that I only paid for in home and that’s what I got. I told them that I wanted to return the mattress cause I wasn’t happy and wanted my money back. I was told that I had to go online and submit a refund request. I said I wasn’t doing that cause it literally just showed up that day. I was told the manager would call me.
  
  The manager did call me and told me I got what I paid for and in fact they did more than they should have. They said they took it to the bedroom cause they didn’t “want the older gentleman” to have to left. I was then informed that I wouldn’t get all my money back that I would lose the delivery fee. And that I still had to submit a refund request online.
  
  I emailed the customer service department several times and continued to get the run around. I was told several times that in home was only brought into the home and that it needed to deal with the rest.
  
  Last night I received an email from the owner of the company telling the same thing and that they no longer would be providing me service. He then went on to say that if I wanted to return it I had to do it myself as they weren’t coming for it.
  
  Their ******** page and online advertises free delivery. When I called them out about that they changed it on ********.

  Business Response

  Date: 10/11/2022

  Mr. **** at the time of purchase Nov.05.2022 11.15am has asked for inside delivery service we offer. Our Sales rep has clearly explained what the service was and **** confirmed with yes ok that's what I want to know. 
  We have recording that shows the conversation clearly, if he wishes to refresh the memory we can gladly send the recording for him to see.
  Further more Mr. **** says that he was under impression or understanding that we would unpack and put the bed on his frame. He does not say that we told him so, which we did not as that is something we do not do because of our policy. 
  Mr. **** called our sales rep to complain and was angry and rude. Our sales rep said that this something he would have to talk with the manager. Manager called him and Mr. **** was extremely rude while our manager tried to talk and explain that we do not unpack the mattress and put it on the bed  **** cut him off and demanded quote " come take the mattress out tonight and I want my money back" our manager told him the standard procedure that we have and **** swore the Fuck you word and hung up. Mr. **** proceeded to contact our customer care department via email, our customer care specialist responded within same evening at this time it was 1 hr before the end of the shift and has attended his questions with high professionalism. Mr. **** then continued to take the problem to a level of humiliation, harassments, anger outbursts and racketeering my employees . Mr. **** was offered his refund for the mattress but not the delivery fee as we did the work to make sure the mattress gets delivered. He refused and kept emailing and creating bigger problems. Mr. **** then went and put a bad review on our ******** page he got response there as well. Mr. **** went and messaged us on our ******** messenger as well. Then I took over the matter on my hands and I asked Mr. **** to come, return the mattress and that I will be more than happy to return the money he paid. He then started arguing with me as well.
  

  Therefore, me as the owner of Furniture Spot and Mattress Outlet hereby say it again that our services are not any longer available to Mr. **** because he has abruptly violated our privacy policy and has been extremely rude, arrogant, humiliating and racketeered my employees.
  
  
  
  
  
   
  

  
  

  Customer Answer

  Date: 10/11/2022

   I am rejecting this response because:
  
  
  Yes agree this is what happened. However I am now concerned that I was recorded without know that I was recorded. Is this not a volition of my privacy? Also, the owner goes on to say that I violated his privacy policy I would like to know how I did that. Also, the owners has since blocked me on his ******** page. His lack of professionalism is mind blowing. At this point I want this nightmare to be over.  They have done nothing to try to make this situation better. I will never shop at this place again and I will make sure I tell everyone what kind of business this is. I simply want the mattress gone and the money refunded to me. 

   

  Business Response

  Date: 10/11/2022

   

  After this response I am done with this forth and back fights. 
  
  We have recording cameras in the premises and outside. Also these cameras are for our security and the safety of the premises also safety and security of the public. There are clear signs displayed outside and inside that we have cameras in place and recording. 
  
  Lastly, for all other questions, disputes, complaints, exchanges, returns or any question whatsoever see our open public privacy policy. https://furniturespot.ca/pages/faq 
  
  Within these guidelines me and my company will be happy to assist you as you have been explained since your first contact with our customer care specialist. 
  
  Have a good day.