Complaints

This profile includes complaints for Quality Furniture N Home Design, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Quality Furniture N Home Design, Inc.

  4535 N Blackstone Ave Fresno, CA 93726-1906

• 

  Quality Furniture N Home Design, Inc.

  1100 S Mooney Blvd Visalia, CA 93277-3504

• 

  Quality Furniture N Home Design, Inc.

  3792 Ming Ave Bakersfield, CA 93309-5000

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:12/10/2024

  Type:Delivery 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 ordered furniture 3weeks ago. It was supposed to be delivered that week. It's been 3 weeks now and one peace of furniture is still not delivered. They promised to deliver it the next day and nothing. When I call or go there they give me the run about. It seems like they have no intention of bringing it. I don't know if they are running a scam . But I'm still waiting for my missing peace. The delivery people tried to convince me I didn't buy that peace, but I had my receipt and picture.when you call it seems itsalways is not the right person, if it's answered. ...horrible - beyond words. Should have gone to Mor or Ashly ********************* I want my missing couch delivered ASAP.

  Business Response

  Date: 12/10/2024

  To bbb& customer 

   

  customer purchased ******************** and has been delivered everything except for 1 item. Customer was fully  aware that the manufacturer is sending it on their next truck , customer was in store this morning and was informed as soon as manufacturer sends it usually with in a week - 10 days we will deliver immediately ! We did do a double delivery for the customer and we will deliver the missing piece as we told her as soon as the manufacturer sends it usually within 7-10 days

• Initial Complaint

  Date:10/25/2024

  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.

  El pasado 17 de ***** de 2024 realice una compra en quality furniture en *********. adquir una recmara * un colchn, el da de la entrega fue el da 26 de ***** * al recibir la mercanca supe que no era el colchn que ped, me puse en contacto con el vendedor * le dije que ni el colchn ni el box spring eran los que *o haba pedido, * le mand una foto del colchn que *o haba pedido * tambin le mand una foto del colchn que me estaban entregando a lo que me dijo que tratara de resolver ese problema, el Box Spring si me lo cambiaron pero el colchn simplemente me dijo que me estaba dando uno ** **** * de mejor calidad para que me quedara con l, a m no se me pareci justo porque el colchn estaba mu* grande * ade** no era el que *o haba pedido despus *o segu insistiendo pero me dijo que **** que hablar con las personas de oficina, cosa que tambin hice pero slo me dijeron que no podan hacer nada porque *** fue la orden que pas el vendedor que **** que hablar con l, despus regres con el vendedor * le dije lo mismo que alguien **** que resolverme * nadie ha hecho nada, tengo un poco ** de dos meses * el colchn se est deformando, *a les mand las fotos a la mueblera explicndoles para que me devuelvan el dinero o me lo cambien pero no han hecho nada al respecto ni siquiera han mandado un tcnico slo me pidieron que *o tengo que medirlo la profundidad de lo que se est hundiendo * mandarles fotos cosa que *a hice pero no no he tenido ninguna respuesta, ade** ellos afectaron mi crdito porque me dijeron que no afectara cuando hicieran la revisin de crdito * excedieron mis lmites sin decirme * ahora mi crdito baj considerablemente cerca de 100 puntos espero que puedan a*udarme . Continuacin les dejo fotografas del colchn que orden * del colchn que ellos me entregaron

  Business Response

  Date: 10/30/2024

  TO BBB & CUSTOMER,

   

  THE CUSTOMER CAME IN AND PURCHASED A ********. THE CUSTOMERS ******** THEY PURCHASED IS THE EXACT SAME ONE THEY RECEIVED. CUSTOMER IS STATING THE MATTRESS IS DEFECTIVE AND IT IS NOT. WE SENT A TECHNICIAN OUT THERE AND ALSO THE SERVICE **** SPOKE TO CUSTOMER AND SEEN THE PICTURES AND THERE IS NOTHING WRONG WITH THE MATTRESS. CUSTOMER IS STATING THE MATTRESS IS DEFECTIVE BECAUSE HE WANTS A DIFFERENT KIND. HE CAME IN STORE AND SHOWED US A DIFFERENT MATTRESS HE WANTS, BUT WE INFORMED HIM THAT IS NOT WHAT HE ORDERED AND THE ONE HE ORDERED IS WHAT HE HAS IN HIS HOME. THE SERVICE **** SPOKE TO HIM AND EXPLAINED TO HIM, BUT CUSTOMER WANTS A TOTALLY DIFFERENT MATTRESS THAT HE NEVER PURCHASED. WE INFORMED HIM IF HE WOULD LIKE TO PURCHASE THE OTHER MATTRESS WE WILL BE MORE THAN HAPPY TO GIVE HIM A DISCOUNT, BUT WE CANT RETURN HIS MATTRESS BECUASE HE DECIDED HE WANTED A DIFFERENT ONE AFTER ITS BEEN IN HIS HOME FOR ALMOST 3 MONTHS NOW. WE HAVE DONE OUR PART IN THE AGREEMENT.

  THANK YOU

  Customer Answer

  Date: 10/31/2024

   I am rejecting this response because:
  They are lying, they never sent any technician to check the mattress, and I from the first dialysis knew that it was not the mattress I ordered, in fact Photo to my seller and I have the conversation where the same day I received the mattress I told him that it was not the one who sent me, I had already sent them emails from before Commenting on the problem about it and as I did not get an answer that is the reason why I decided to contact you to see if you can help me at no time have they told me anything, simply that they are checking with the supplier.
  

  Business Response

  Date: 10/31/2024

  THE CUSTOMERS MESSAGES HE HAS, FIRST WAS STATING THE BOX SPRING WAS HIGH, HE WANTED A LOW PROFILE ONE WHICH WE SWITCHED FOR HIM ALREADY. THE ******** CUSTOMER TOOK HE HAD IT IN HIS HOME AND THAN HE TEXTED THE ***** *** STATING HE DIDNT LIKE THE ONE HE PICKED, THE ***** *** TOLD HIM SEND ME A PIC OF THE ONE YOU HAVE IN YOUR HOME TO CONFIRM ITS CORRECT. THE CUSTOMER DID AND IT WAS CORRECT. THE CUSTOMER EVEN CAME IN STORE AND IT WAS CONFIRMED IT WAS THE CORRECT ONE. CUSTOMER IS MAKING A CLAIM SINCE HE DOES NOT LIKE THE ONE HE CHOOSE. IF HE IS STATING THE ONE HE HAS IS DEFECTIVE, WE WILL BE MORE THAN HAPPY TO HAVE THAT ONE ***LACED FOR THE EXACT SAME ONE. HE CANT RETURN IT FOR A DIFFERENT ONE AS THAT IS WHAT HE CHOOSE.

  Customer Answer

  Date: 11/04/2024

  What they are saying is a lie, from the first moment I let them know that the mattress was not the right one just like the box spring and they recognized that they were wrong, but only the box spring they changed it for the correct one and the mattress they told me that "they had given me one of better quality which is not true" maybe they gave me one of terrible quality that's why it is deforming, you also said that you sent a technician to check the mattress which is not true either, since no one has ever come if That's how it is because I would like you to show me some paper where you specify that the text came or or some paper signed by me, even the person who made the delivery I let him know that things were wrong but he simply also told me no It was already late and first I had to contact you. I have sent them several emails even following their instructions and I no longer had an answer, it is for that reason that I decided to seek help by this means. It's unfair that I pay a lot of money for something of poor quality.
  

• Initial Complaint

  Date:01/23/2024

  Type:Billing 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 January 12th, ****, I visited the store to explore furniture options. While completing a credit application with the saleswoman, *****, I provided accurate information about my current unemployed status. Shockingly, ***** inaccurately listed my previous employer as my current one and added details I did not provide, leading to loan offers based on misrepresented information.Subsequently, I signed a sales order with the understanding that I could deliberate with my spouse before committing. To my surprise, I received an unsigned order, and on the same day, an unauthorized credit card was issued and charged without my consent.Despite our decision not to proceed with the furniture, a credit card was issued without consent, causing a setback to my credit. Requests for essential documentation, including the original signed sales purchase order and credit application, were met with evasive and contradictory responses from ***** and another employee on January 19th, ****. They affirmed, on record, the absence of any records pertaining to my credit application and explicitly decided to withhold copies of the signed original sales order.I am deeply troubled by these actions, which not only seem to violate ethical standards but also raise serious concerns about compliance with consumer protection regulations. I seek your assistance in thoroughly investigating this matter and implementing corrective actions to address the unauthorized credit card issuance, intentional inaccuracies in my credit application, and the deliberate withholding of essential documentation. This issue extends beyond a personal grievance; it has broader implications for the well-being of our community. Practices like these erode the trust and integrity our community deserves. I bring this matter to your attention, urging your office to conduct a comprehensive investigation and take appropriate measures against these potentially exploitative practices.

  Business Response

  Date: 01/25/2024

  To customer and ********************, 
  
  Customer came in and purchased a bed set , customer authorized this order. will never run any customers credit without their consent. Customer gave her ID which I have proof of , she signed the documentations., I also have proof of her second credit card verification which I have as well. Customer is claiming a credit card was opened un authorized when I have all signed documentation of contracts, sign documentations of the credit applications , proof of ID, proof of her name on credit card, proof she was in store and signing on camera footage! 
  Customer for in fact wanted this bed set, the issue was her spouse came in the next day and did not want the order , and started to make a scene in the store and led us to have to call the police and have him not come in store! The police came in store and we decided we do not want to do business with the customer for their harassment they made to our employees! The customers order was cancelled. There is nothing we can do about her credit applications as she authorized them and signed for them! She gave all her information and that is what was inputted! Customer did in fact agree and sign and I will attach all the proof !!! We have protocolas in store , when a customer comes in  and wants to apply, first we ask for identification two forms , we validate that to match customer , than customer gives the information and is inputted ins system and than customer will sign and I have all the proof! How is customer staying she didnt authorize to run her credit , how would we have her id, how would we get her social ? How would we get her income status? Job status? 
  Customer came In store and authorized this!!
  
  Thank you 

  Customer Answer

  Date: 01/27/2024

   I am rejecting this response because:
  
   Respectfully, I wish to address several misrepresentations in the statement provided by ***** from Quality Furniture & Home Design.
   Firstly, it's imperative to clarify that *****'s assertion of my consent for credit applications and the subsequent opening of a credit card lacks substantiation. There is a conspicuous absence of any signed credit application or digital record corroborating such claims. While I provided my ID for identification purposes in relation to the bed set purchase quote, it was not intended as authorization for credit-related transactions. *****'s attempt to mislead both myself and the Better Business Bureau through fabricated information raises serious concerns regarding the integrity of Quality Furniture & Home Design's business practices.
   Furthermore, during our interaction, ***** admitted to unethical practices, including the inflation of income figures to secure higher credit limits. This manipulation of financial data not only breaches consumer trust but also calls into question the ethical standards upheld by Quality Furniture & Home Design.
   Additionally, *****'s assertion of possessing proof of signed documentation and credit applications is misleading. Any purported signatures were obtained under false pretenses, as I was not informed or consented to credit applications being processed with inaccurate information, nor was I made aware of any credit card being opened in my name. It is abundantly clear that ***** misrepresented information on my credit application to obtain credit for her store without my knowledge or explicit consent.
   Moreover, it's crucial to clarify that my spouse did not engage in any disruptive behavior. He acted lawfully by waiting outside with me and involving local authorities to ensure a peaceful resolution. Any assertions suggesting otherwise are baseless and do not excuse the unethical practices conducted by Quality Furniture & Home Design.
   In light of these concerns, I respectfully request the Better Business Bureau to conduct a comprehensive investigation into Quality Furniture & Home Design's practices. It is evident that the company has engaged in unethical behavior, including the falsification of information on credit applications. I seek appropriate redress to address these matters and safeguard consumers from deceptive practices in the future.
   Respectfully,
   *******************************"
  
  
  

  Business Response

  Date: 02/01/2024

  To whom this may concern,
  
  Quality Furniture and Home Design takes pride in the integrity of all its business practices. Every sales representative under Quality Furniture is required to clarify in detail the financing process to its customers. For example; if a customer wants to finance a representative would begin by explaining the finance process and details as far as terms and interest rates offered. From there, they will request that the customer provides two forms of identification such as an ID, drivers license, passportc ***** Mastercard, etc. From that point, they would proceed by 
  gathering information from the customer (Name, address, phone number, social, income, etc), they then start the application by inputting the information and printing out the application to retrieve the customers signature to confirm the consent to submit that application. ( Which I have and will attach showing customer signed the application and approving it before proceeding ) Representatives are at no point required to verify the information given to them by the customer. To be clear, a customers credit cannot be ran without 2 forms of identification, name, address, phone number, income, and most importantly a social security number. Customer knew she was running her credit for her furniture that she approved , until her spouse came in the next day and cancelled it! At this point, we have nothing more to do for this customer as we have done ever single thing by protocol and guidelines! I will attach the credit application that demonstrates the approval given to us by this customer.
  
  Regards,
  ********************************************* 

  Customer Answer

  Date: 02/01/2024

   I am rejecting this response because:
  
  Thank you for your prompt response regarding my recent inquiry concerning my transaction with Quality Furniture and Home Design. I appreciate your attention to this matter.

  
  In response to the points raised in our communication, I would like to provide further clarification:

  
    Customer Consent: While I acknowledge the submission of a credit application, it is crucial to emphasize that any consent provided was based on incomplete and inaccurate information provided by your sales representative. The lack of full disclosure and transparency regarding the terms and conditions of the transaction raises serious concerns about the validity of any consent given. It is evident that the information provided on the credit application was intentionally misrepresented and utilized to benefit the store and representative without my full understanding or authorization.
  

    Cancellation of Order: The decision to cancel the order was made in consultation with my spouse, who was present during the return visit to your store. Contrary to the assertions made, my spouse acted in support of my concerns regarding the handling of the credit application process and the lack of transparency in providing essential documentation. My decision to cancel the order was made after careful consideration and discussion, and it was based on the realization that the transaction was not conducted in accordance with my expectations of legality, fairness, and transparency.

  
    Affixed Signature on Purchase Order: I acknowledge that signatures were affixed to the purchase order and receipts; however, it is important to note that these signatures were obtained under misleading circumstances. Your sales representative assured me that the paperwork was not a final sale but merely a quote to hold the items. This assurance led me to believe that I had the option to reconsider the purchase after discussing it with my spouse. However, it has become apparent that this was not the case, and my signature was obtained in bad faith.

  
    Discrepancies in Credit Application Signature and Lack of Hard Copies: I have noted several discrepancies regarding the signature on the credit application submitted in your response. It is clear that this signature is not authentic, as I did not sign such a document. No credit application was ever presented in physical format, and no wet signature should exist on that form. Furthermore, it is concerning that this document was not included in the original set of documents provided during the initial discovery process in Saleswoman *****'s response. During my visit to cancel the order in-store, your employees confirmed "on the record" that they do not have hard copies of the credit application and that all application information is input electronically and was submitted online only. This further underscores my concerns about the authenticity of the document you have provided in your response. It appears that the credit application submitted is forged, as I have never signed such a document. I am extremely concerned about the implications of this discovery and the potential illegal activity on the end of Quality Furniture and Home Design.

  
  I do not take these concerns lightly. I request a thorough review of the documentation provided. It is apparent not all branches of the store and employees are complying with protocol and guidelines. Additionally, I urge you to conduct a comprehensive investigation into the business practices to ensure compliance with legal and ethical standards. 

  
  I look forward to your prompt attention to this matter and a resolution that upholds the principles of legality, fairness, and transparency.

  
  Sincerely,
  *******************************

  
  

• Initial Complaint

  Date:10/12/2023

  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 sofas and a dinning table from Quality Furniture. When the merchandise arrived I noticed the table was damaged. I called their claims department and they told me they will replace the top of the table. ****** mentioned it was in stock so it shouldnt take that long. When it finally arrived I noticed it was also damaged. Both times I sent an email to the claim a department with pictures attached. At this point it was too much and went inside the furniture store to cancel everything including my sofas. *** one of the managers asked me to go to *********** store that he would give me 100 for gas and 50 for food but to give him a chance. He said I will have a designer out there waiting for you guys and a manager. My husband and I went out there but was very upsetting that no one had an idea of what we were doing there, they kept asking my husband i on why would they send us to their store very (confusing and awkward moment).The next day when I went back to the store *** was very different (attitude) not talking much. I even suggested since the price of the table I liked was cheaper he can give me a coffee table. When he started braking down the numbers I noticed he was giving me a different price for my damaged table. At that point I told him I need to come back with my husband. When my husband and I went it didnt turn out good because the numbers where once again manipulated. They supposedly put a package together but then they can play with those numbers on their benefit. I asked before leaving to also pick up the sofas but they only picked up the table. I notified my bank and got my funds back but ***** who I believe is a manager there told me that if she wanted to she would not take the table back and charge a additional charge for having them go out to my home. At this point the table was already on their delivery truck and wasnt going to let that happen. It is my desire for this business to be audited and investigated for all their bad practices.

  Business Response

  Date: 10/14/2023

  to BBB & customer,

   

  customer ordered a sofa set and dining set. on delivery the customers table had some damage from manufacturer on her table. their were no damages to her sofa what so ever. customer came in and informed us she wanted to cancel her table, i informed her that  we don't control if things come in damage from manufacture and we apologize for the inconvenience and if she would like we can get her a brand new exchange from manufacturer. customer said no and wanted to cancel, and her dining set was cancelled. their is nothing else we are doing for customer. customer wants to cancel her sofa and we informed her we cant as she signed a contract stating, all sales are final. and there was nothing wrong with her couches. at this point, we cant do anything else for customer as we agreed to return her dining set, when normal protocol is to replace with a brand new one.

   

  thank you

  Customer Answer

  Date: 10/17/2023

   I am rejecting this response because:
  
  This is regarding my current claim of returning my sofas and table. I am requesting to not only take my table which it has been done but also my sofas. The reason is because it was sold as a package deal. If I dont have the table there is no package. This was explained to me by (****** in sales).I want to make it clear I bought theses both items because I color coordinated them. Now, the invoice is not being transparent. If you can see the invoice it does not specify each item and how much it was priced at. Or how much of a discount I was actually getting.Just to clarify the table was not damaged once but twice, after speaking to *** (floor manager) I took the chance of them making it right and accepted them to replace it. But when the second one arrived and it was also damaged that was it for me. I am not here pointing fingers on who is at fault but I for sure know it is not me. All I want if for Quality a furniture to take back their sofas I do not want nothing to do with them.
  
  Thank you
  ***************
  

  Business Response

  Date: 10/19/2023

  To bbb & customer 

  I do apologize regarding your dining table we trued to replace it. Unfortunately we cannot control if the manufacture sends something damage, we did offer you a replacement and you chose that you wanted to cancel the table. unfortunately regarding your sectional that you purchased theres nothing wrong with it. You have it in your house and have had it and we could not return it as stated on the contract that you signed.

   

  thank you 

  Customer Answer

  Date: 10/20/2023

   I am rejecting this response because:
  
  This is a matter I would like to resolve as soon as possible. Lets be clear about a couple of things: the table was delivered damaged to my home 2 TIMES. Just want to clarify because on the email sent to BBB it does not say 2 times. It makes it seem like the table was damaged only once and I wanted to cancel. That is not correct, that is why a second table was delivered to my home. Which again was also damaged. In which I also submitted a claim with pictures. Yes, I do have the sofas because ***** (manager) told the delivery crew not to take them. I am willing to take the sofas to the store if no one can pick them up. Now, the invoice is not transparent just like I mentioned in the prior email. ****** in sales had said he sold me a package but if you take an item off (Table)there is NO package. I had the colors coordinated but since I dont have the table I dont have what I initially fell in love with.
  
  Thank you
  ***
  

  Business Response

  Date: 10/21/2023

  The sofa set has been in your home for roughly 5 weeks. Unfortunately following store regulations and protocol, a refund for the sofa set will not be authorized. We do apologize for the inconvenience of the table being delivered wrong twice, and hope youre next experience with us meets your expectations.
  

  Customer Answer

  Date: 10/27/2023

   I am rejecting this response because:
  Unfortunately, that resolution is not going to work. Moving forward I need to know where to take your sofas, or when can you pick them up? All of this could have been resolved in a timely manner. I just dont feel that there has been much of an effort from your end. The sofas just to let you know I have not used them just in case that argument comes up. As mentioned in the prior email I would like to resolve this ASAP.
  

• Initial Complaint

  Date:07/19/2023

  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.

  Purchased furniture July 3, 2023
  Was giving in wiring it would be delivered before July 14, it was delivered July 19th with most of the merchandise damaged. I told the delivery person I did not want to accept the furniture it was left in my home forcefully. I notified the stores and my sales girl she texted saying a manager would get back to me, no one responded so I went into the store to inquire with the manager and I spoke to the manager who was rude and disrespectful and refused to do anything and said I can sit there and waste my time if I wanted and there there was no one higher authority than him who was gonna help me. He said if I wanted to take it up with court I can. Then the owner came out and she was racist assuming I owned a trucking company based on my ethnicity. She then asked me to either leave or that she will have me escorted. The whole team is very rude and doesn’t take responsibility for their mistakes. Rude, disrespectful and racist.

  Business Response

  Date: 07/22/2023

  ***** **** placed an order with us at Quality Furniture. She ordered a sofa, loveseat, 2 accent chairs and a occasional set. Upon delivery, there was a damage on her items. This damage was out of our reach since it was a problem from the manufacture. Of course, following protocol, our office staff assured her it would get replaced for a brand new piece. Mrs **** hung up the phone on the office staff and insisted she would come into the store. Shortly after, she enters the store with such anger, she started antagonizing every staff member. Managers were attempting to help and and get the situation resolved, however it was impossible to get a word in with her. She used heavy amounts of slang towards multiple employees who are willing to testify that publicly. 
  After Mrs. **** left the store, our staff called her the next day wanting to issue her a full refund, she refused to take the refund unless it was in cash. We explained to her that it is not policy to refund cash, we can do a check. She then started using more heavy slang and made horrific racial comments to my staff.
  
  In conclusion, the staff and management have tried continuously to resolve this situation, but Mrs **** has now harassed our staff. We’ve concluded sending our technical out to replace the damage items or get her refund . 

  Customer Answer

  Date: 07/25/2023

   I am rejecting this response because:
  
  
  The business owner is making accusations instead of resolving the issue. Yes I had asked for original method of payment back which was cash, instead of explaining refund policy or that it has to be check she hung up on me and 2 hours later when I called the office back I was told upper management has canceled pick up of the damage furniture and refund and no one updated me on that. As it’s been since first point of this whole thing, no one ever responds, which is what happened the first day when I can do go into the store because I waited 4 hours for a call from manager and I never got a call. As far as the racial remarks, they were made by the owner to me, I’m sure the store has audio recordings along with video which can prove I did not use any bad language or racial remarks but yes I was upset as anyone would be that’s left with almost 6 thousand dollars worth of damaged furniture. I would like to resolve this asap but am hitting dead end with communication from the store. 

  Business Response

  Date: 07/26/2023

  the store has been in contact with you from the moment you had any damages. you were offered a check back you refused, you do not want to communicate. we have apologized numerous amount of times for the manufacturers mistake. you refused to listen. please contact the store and they will arrange a pick up of the merchandise and a check refund.

   

  thank you

  Customer Answer

  Date: 07/28/2023

   I am rejecting this response because:
  
  
  I have been in communication with the store as a matter of fact all communication has been done solely by me, the store never provided any updates. The refund was offer but also rejected by upper management without any explanation or update, I had to call the store back and find out. I have taken the matter to court as I’m not able to resolve this with the store. 

• Initial Complaint

  Date:07/18/2023

  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.

  On Tuesday may 9th 2023 we went into Quality Furniture N Ho Visalia Ca store on 1100 s Mooney store and we spoke with a gentleman that helped us look at a few cal king bed frames we advised him that we don’t want any more beds that has slats to them he assured that this bed we got the slats with not break and or the braces in the middle will Not collapse long story short we purchased cal king bed frame from this company they delivered 2 days later and less than 2 months of having this expensive bed well over $1700 the races that hold the bed up are collapsing and they are very lose and weak and unsecured whoever set the bed up not now cause I’m the braces to be stripped to they don’t support the bed and the slats which causes issues with back I reach out to this company 3 times and left messages no one has return my call I would like took all to help me get this rectified they have 2 location one in Fresno and I’m Visalia I’m speaking about the one is Visalia of Mooney blvd please help me

  Business Response

  Date: 07/18/2023

  To customer and Bbb,

  I first would like to say I apologize for any inconvenience you may have had. we have not received any calls regarding this . the office Department tried to call you today and left you a voicemail. Please contact the office so we could see what is going on and look into this. Please contact ************ and ask for ****. We did try reaching gout today as this is the first we have heard about this . 
  

  thank you 

  Customer Answer

  Date: 07/19/2023

  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.

   

  ***** mentioned that she ordered new parts and will have them placed on the bed so we are good to go thanks BBB

• Initial Complaint

  Date:07/06/2023

  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.

  I paid them a deposit of $600 I owe 4,000 and it's been a week they delivered furniture it came dirty ripped they keep sending a tech to try and fix the issue the guy said we were picky and didn't see a issue he tried fixing the couch he made it worse the manager likes saving money won't refund my money or fix issues sends out a gangster to my house making my couch worse.

  Business Response

  Date: 07/08/2023

  To bbb & customer ,

  I first would like to apologize for any delay. We are working on your replacement through the manufacture, and once it is sent in, we will be replacing the product that is damaged. We also have spoke to customer and informed her. We also do not discriminate against any people , as customer said ( gangsters) we always send out professionals. 
  

  customer has been spoken to and has been informed we are waiting for the replacement . 
  

  thank you 

  Customer Answer

  Date: 07/11/2023

   I am rejecting this response because:
  I am still waiting for my couch to be replaced it's falling apart since the last tech that came out and tried to fix it he made it worse he's the one that called himself a gangster I did not call him that he was so unprofessional he is not allowed at my house I have it all on camera to proof that he was unprofessional and mistreating us after we did everything to help him and for him to leave my new couch uneven and falling apart all I want is new couches that I'm paying for should of done my research I see I'm not the only one going through this situation I will take the next steps if nothing is resolved.
  
  

  Business Response

  Date: 07/14/2023

  Customer is claiming she is rejecting the claim. Customer has been taken care of and spoke to the general manager and told the general manager that she was more than satisfied and was going to let the BBB know that we have done our part in satisfying the customer and Customer has been taken care of on our end ! 
  

  Thank you 

  Customer Answer

  Date: 07/14/2023

   I am rejecting this response because:
  I am still waiting for my replacement.I was sent the same tech after I told manager I was not comfortable with the last time he tried fixing couch and was very unprofessional.I would like the couch replaced as well and not have to deal with the tech coming out twice in a row the furniture should be in excellent new condition I should not have to go through all this inconvenience.
  
  

  Business Response

  Date: 07/18/2023

  The customers sectional has already been taken care of ! The customers issue with her couch is already been taken care of 

  Customer Answer

  Date: 07/19/2023

   I am rejecting this response because:
  Yesterday they came to deliver one of the ripped couch which was the wedge the same thing happened it was ripped. I'm getting tired of all this inconvenience I have to miss work to be here now they are blaming the manufacture .I told the delivery guy I wasn't signing anything he took a picture of the rip..I need quality furniture like the store name or my money back so I can purchase else where this is not acceptable.How many times is the exchange going to happen before it's in perfect condition I'm not buying off of a yard sale or thrift store couch should be new and not ripped.

   

   

  
  

  Business Response

  Date: 07/19/2023

  To bbband customer . 
  

  i do apologize, we did inform you that we are replacing it. We can’t control if the manufacturer has a defective peice but on our end we will make sure the replacement peice is taken care of. You spoke to management yesterday and she assured you as soon as it comes in they will replace it. You are being taken care of and you did speak to management. 
  

  thank you 

  Customer Answer

  Date: 07/19/2023

   I am rejecting this response because: I understand that but I'm not happy with my new furniture having so many issues,when they should be new no need to send tech twice .I would like the love seat switched out since it already had to get serviced twice it should of been switched out since day one.I need wedge replaced and headboard replaced as well hopefully this time they can check before bringing it to my house it wastes my time and loss of wages.
  
  
  
  

  Business Response

  Date: 07/22/2023

  We do apologize for any delays. We have communicated with customer regarding her issues the same day the delivery team went out and the manufacturer sent items that are damage. We did inform the customer that we will be replacing the wedge and the headboard. We told Customer as soon as they come in from the manufacture, they will be replaced immediately. 

  Customer Answer

  Date: 07/24/2023

   I am rejecting this response because:
  I am hoping that this time everything comes in new headboard and wedge. I will update but I'm still requesting the love seat to be exchanged for a new one I'm not happy with it having a scratched frame and it having to require service twice it should not have any issues to begin with.Manager refuses to exchange.I will have to miss work again to be home for delivery another loss of wages this is the third time since I don't know exact time of delivery.I don't wish this experience I'm having with anyone else please look at all the reviews before shopping at this furniture store.
  
  

  Business Response

  Date: 07/26/2023

  i apologize for the delay, we have replaced the headboard already. tomorrow the wedge is being replaced. after that we have completed our service. we will not replace any love seat . there were no damages on love seat and we will not continue to go back and forth. you requested the wedge and head board and that is taken care of

   

  thank you

• Initial Complaint

  Date:02/16/2023

  Type:Customer Service 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 ordered 1 sofa table,1end table,1coffee table on 11/12/2022 they told me it would take 4-8weeks to come.Total amount $3,524.08 .They have sent the total amount to bank for finance they are charging me when I haven’t received my items.I filed a dispute with the bank Synchrony Bank where I have to make payments.Why do I have to make payments when my items have not been delivered.Quality Furniture have lied said I went into store and wanted to exchange them for other tables lies said they have tables there and have tried to deliver more lies.I called on 2-15-2023 talked with Marisol who works said she was going to check and see if tables were in the warehouse today she called me2-16-2023 said they are not there .Said it would probably be 4-5 weeks but to make payments so I won’t get bad credit .Please help me I’m 73 yrs.to deal with people has been terrible.Most of all they are lying.

  Business Response

  Date: 02/23/2023

  TO BBB & CUSTOMER,

  
  

  CUSTOMER CAME IN AND PURCHASED A CUSTOM SET ORDER. WE INFORMED HER THAT THIS SET WAS A CUSTOM ORDER AND IS NON REFUNDABLE. SHE WAS ALSO AWARE THAT THE ORDER SINCE ITS A CUSTOM ORDER WILL BE BILLED AND FINANCED. SHE RECEIVED THE PROMOTIONAL FINANCING PLAN AS WELL. UNFORTUNATELY SHE DOES HAVE TO MAKE THE PAYMENTS BECUASE THIS SET IS CUSTOM. CUSTOMER DID CALL IN STORE AND SPOKE TO THE OFFICE REP AND SHE WAS FULLY AWARE OF THE WAIT TIME OF THE ORDER AND AGREED TO IT. IF CUSTOMER DOESNT WANT TO WAIT, WE CAN CANCEL HER ORDER AND SHE WILL BE CHARGED A 35% RESTOCKING FEE AS STATED IN THE CONTRACT CUSTOMER SIGNED. IF NOT WE HAVE INFORMED CUSTOMER OF THE WAIT AND SHE SPOKE TO THE OFFICE ON 2/16 AND WAS FINE WITH THE WAIT.

  
  

  
  

  THANK YOU

• Initial Complaint

  Date:01/24/2023

  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.

  I bought a set of sofas worth $4000. The second day that I had them I noticed a rip on the recliner. Talk to the lady and said they were going to fix it. Later on, I noticed that the loveseat was starting to peel. Then I noticed, the big sofa has a hole in the stitching is peeling. Send photos to quality furniture and they said they will fix the problem and the person that I talk to said they’ve been having problems with the brand of soap us. It’s been about two months and nothing has happened. Can you please help me and thank you.

  Business Response

  Date: 02/11/2023

  To bbb & customer, 

  
  

  I first would like to apologize for any inconvenience you may have had,  the service technician informed me she tried calling you and hasn’t been able to reach you,  she did inform me that you were on route for February 23 to get your replacements and take care of the issue you have had.  Please contact the office ###-###-#### and speak to **** and she can assist you, but as for now we do have you on route for the replacement 

  
  

  
  

  Thank you 

  
  

  
  

• Initial Complaint

  Date:11/18/2022

  Type:Delivery 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 furniture from Quality furniture on 4/05/22 they haven't deliver my dining table, they send me a different dining table i contact the manager and I explained the dining table wasn't the one I purchased the manager told me it will take it will take few months before they get the dining table that I purchase if I want it I can keep this one until they receive the dining table, until now they haven't deliver the dining table that I purchased I keep calling an they just keep putting me in hold for hours and they hang up the phone and every time I ask for a manager they tell me manager isn't available im really frustrated with this situation, I really need help

  Business Response

  Date: 11/20/2022

  To bbb& customer 

  
  

  We have delivered everything to customer , there is nothing missing on the customers orders, i don’t understand what the customer is talking about when he was delivered his dining table and I wil attach the signed proof of delivery and pictures showing the dining table was delivered in their home. We tried to contact customer to ask what’s going on- no answer please have customer call Monday to the office so we can speak to him- we have done our part and delivered everything and I will attach the proof ! 

  
  

  Thank you 

  Business Response

  Date: 12/08/2022

  Hi this is quality furniture , 
  
  We have taken care of the swap for the dining table , customer has been taken care of 

  Customer Answer

  Date: 12/09/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 184***84, and find that this resolution is satisfactory to me.