Complaints
This profile includes complaints for Sadler's Home Furnishings's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
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:03/10/2025
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.
We've purchased 3 pieces of custom furniture as follows:1) Natuzzi Sofa and Loveseat Delivered in August 2024 (still under warranty)2) Custom Table and 6 chairs Delivered this past Saturday, 3/8/25 #1 Above: The Saddlers warranty team, ***, has refused to send me a $3.00 part, after I did all the work to save money and time to transport the loveseat from Soldotna to *********. They're demanding that I drive a 45 minute round-trip to the Sterling store (my gas and time), or pay for the mailing. That is unacceptable for an item under warranty, as well as I've already saved Saddlers $100's. If the promised quality control was done at time of arrival at ********, this completely missing pin holding the motor to the frame (inoperable at the time of arrival) would have been found (read attached email chain). #2 Above:After a 6 month wait, we took delivery of 10 pieces of furniture on 3/8/25. When the delivery team rolled over the table top to affix the base, they immediately stated they knew the clear finish and related stain was missing on the underside and didn't know if that was to be that way, or not. It had been sitting at the warehouse since December 2024, and no mention of the flaw was shared with us, the buyers. When the chairs arrived, one arm was loose and unable to tighten, the other has a spline that was grossly out of line in comparison to the other 5 chairs. When I asked for a replacement I received an email from the Sterling team that they could no longer help me and someone from ********* would be contacting me today. So far, no one has called.I've experienced nothing but roadblocks, contempt, and complete lack of customer service skills after spending over $19K on the items listed. It is clear the quality control checks were not done and placing these substandard custom item in my home making me put up with the poor service to remedy is both unprofessional and unacceptable. Please call to discuss a path to remediate.
Business Response
Date: 03/22/2025
Its my understanding that ****** *******, our DC Manager has been in contrite Mr. ****** We are taking care of all of his concerns.Customer Answer
Date: 03/24/2025
Complaint: 23046789
I am rejecting this response because ****** ******* has not addressed all the issues that were raised. Only the chairs are in process, not the table.I sent another email as recently as yesterday, confirming that the table received was not properly constructed at the manufacturer. It is missing stain, clear coat finish, and is almost a full inch higher than standard, which is not correct and uncomfortable to sit at for dining. See attached email to ******.
Sincerely,
*** *****Business Response
Date: 04/17/2025
We have agreed to replace Mr. ****** entire dinning set.
We ordered the replacement on 3/25/25.
Customer Answer
Date: 04/21/2025
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 and contingent upon the delivery schedule.****** ******* reached out to me to confirm order date of the replacement of the "full set" with an approximate delivery timeline of 4 months, which would put final acceptance of my complaint sometime in July, or August 2025. My first set took 6 months so I would expect a 4-6 month timeline.
Until the full set arrives in "new condition" my complaint will remain until fully satisfied.
Sincerely,
*** *****Initial Complaint
Date:09/12/2023
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.
January 2021, I received the Lazy Boy recliner couch and chair. At the time of purchase, I also purchased the warranty through Guardsman. In June ************************************** regard to the welds on the metal bars breaking. They did send out and Tech on July 18 and a few days later I received an email saying that it cannot be fixed, and they would let me know in 45 days what the outcome was going to be as far as repairs or replacement. It is now September 12 and I have not heard anything. When I call the company, I have been on hold every time for over an hour or 2 before I finally have to hang up. This is a service I have paid for, and I feel it's just a scam.Business Response
Date: 09/27/2023
I have spoken with Guardsman, I have given them the email address & phone number provided. They will be contacting you.
Initial Complaint
Date:10/03/2022
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 ordered furniture and due to a really long wait, we cancelled. I totally understand supply chain issues and this is not my problem.We cancelled our order a month ago and still have not received our money back. First, I called and spoke to ********, who told me she was cancelling the order and would put a note on her managers desk to refund the money and send us an emailed receipt. None of that happened. Okay, they may be having issues so we wait a week and call again. This time, they told us that they refund phone orders through Paypal and it only goes out on Thursdays. Fine, we wait longer. They assured us we would get it this time. Nope. I finally called a THIRD time and spoke to ******, my salesman. He informed me that there was no record of me requesting a refund and he would reach out to the manager and call me back. Of course, ****** did not reach back out and when confronted on this, he was unapologetic and said that we were irritated at the wrong person. I understand that only certain people can issue refunds, but shortcomings from people like ****** and ******** ensure we will never get our money. We have called a total of five times and still no refund a month later. It has been a nightmare and I feel like we will have to take them to small claims to get our money back. This is not a small sum of money either and the people responsible for issuing a refund could not care less.Business Response
Date: 10/05/2022
*************** is correct. This is unacceptable. We will ber reworking our refund process.
A refund check for the full amount has been issued.
it is ready to be picked up.
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