Complaints

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

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Barnett & Swann Furniture has 2 locations, listed below.

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  Barnett & Swann Furniture

  22875 US Highway 72 Athens, AL 35613-7601

• 

  Barnett & Swann Furniture

  30118 Us Highway 72 Madison, AL 35756-3208

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:10/03/2024

  Type:Service or Repair 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.

  We purchased furniture from Barnett and Swann in early April. The furniture was delivered 5 June 2024. There was an issue with an ottoman when it was delivered (a **** was missing). Delivery personnel noted the issue and contacted ********************************************* store personnel and sent a picture of the issue. At the end of June we went to the store to check on the status of repair of the ottoman and were asked to submit a picture of the issue. While moving furniture to take the picture we noticed another issue with the ottoman and an issue with the love seat we purchased.The issues were there was a foreign object under the fabric on the ottoman and on the back of the loveseat the fabric was coming loose and staples were exposed.We notified ******* at ********************************************* and sent pictures. To date (September 30, 2024) we have heard nothing from ******* at *********************************************. ********************************************* has been totally unresponsive in dealing with us on these issues and at times downright rude. The only time we heard from the store was when we contacted them. Personnel have rude and unresponsive.I was unable to upload all photos.

  Business Response

  Date: 10/04/2024

  Hello *** *********,

   

  Thank you for sharing your concerns. We apologize for any frustration caused during the resolution process. We understand that requesting photos was part of our standard procedure to better assist you. Unfortunately, we did not receive the photos. I have searched our emails, inbox, spam, trash etc. and do not see an email from you. Can you please confirm the email address to be ********************************************************** Please check the email and send us the pictures so we can establish an email thread of communication. Once we receive the information we can move forward with a resolution.

   

  Thank you!

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22371421
  
  I am rejecting this response because:  The business owner has responded.  His proposed plan for resolution sounds acceptable, but as of today no action has been taken. Therefore, I consider this complaint unresolved.
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 11/01/2024

  Barnett & Swan repaired the furniture to my satisfaction.  Thank you for your assistance.

• Initial Complaint

  Date:06/07/2023

  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.

  Transaction date: June 2022 Purchased a king size mattress for $800 for a bedroom set i purchased from them. The mattress developed a sink in it. i contacted the ******************** storeand sent someone out 2times to determine how deep the sink was. They said it wasn't 2 inches deep and refused to replace it. They told me to contact the manufacturer. I contacted Ashley ******************** **************** depart and they responsed by saying the ******************** store needs to handle this. The ******************** store Manager said he had to talk to the **************** is a mattress considered okay if it starts sinking after a few months. They refused to replace or refund my money. this is horrible business. I financed this mattress in order to afford it. I have a accident injury and cannot sleep on a mattress that sinks.

  Business Response

  Date: 06/07/2023

  Hello **************,

   

  You are correct, the mattress was purchased in June of 2022. Approximately March of 2023 you contacted the store to file a warranty claim. We then made arrangements to come out and measure the mattress and get pictures to submit the claim to the factory, this is the process that they require for warranty claims. We submitted the claim and the factory denied the claim. They denied the claim not **, we do not warranty the mattress the factory does, we help facilitate the warranty claim and they make the decision on warranty. You were not happy with that result and ask that we take better pictures and submit the claim again. So, we came out a second time and took more pictures and submitted those a second time and again the claim was denied by the factory saying it was not dipped out 2" or more as required by their warranty to be replaced. You were not happy with that and contacted the factory consumer affairs department and they again reviewed the case a third time and again denied the claim. The mattress does not fall under the guidelines for replacement under the warranty and unfortunately they do not have a comfort warranty that would replace it based on comfort alone. Thank You!

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20148481
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/02/2023

  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.

  Bought a loveseat arrived 3/15/22 damaged. Delivery drivers told us keep it they took pictures told us it would be replaced (center console).***air guy came 3x over 10 month period & was never fixed.Center console needs to be replaced.Sales person *** numerous times that she tried to order the console but the ****** *** said the damage to the console was "acceptable" to them. Was asked to make a complaint with ****** rep and did but ****** *** said furniture was under warranty and had to deal with the store.In our sales order it states "Seller will assist the buyer in the exercise of all factory warranties". **************** person hired by Barnett told us he ordered new console on 10/26/22. We took off work 3x when repair man came. Each time was 2 hours of our time, for a total of 6 hours of our time.Barnett offered us a refund of our money and retrieve the loveseat but we have partner piece of the loveseat & NOWHERE can we find the loveseat for the same price. An ****** store offered to sell us the loveseat for total of $880, includes tax, though price at the store is $1,199.Difference is $134.13 that I have to pay out of pocket for the same piece. I asked Barnett to pay for the piece $880 and they could have their defective loveseat but they declined. I offered to keep the damaged loveseat if they would refund all my money, and then I would try and buy the center console myself and have it installed with the money that they would refund me but they did not accept that offer either. They now have told me they are contacting an attorney. The loveseat is under warranty until 3/15/23 as that was the date of delivery and Barnett and Swann nor the Ashley *** will order the center console so to have the loveseat fixed. **************** person came to our house and knows what parts were ordered and when, ************ ****** ***-*** at the store and **** Barnett who owns the store has their information.2 emails used were ************************************** and **************************************