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Business Profile

Rent to Own Furniture

Fernished, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Rent to Own Furniture.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/27/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Date of Transaction: Original order placed June 20, 2024.Amount Paid: $670.70 monthly rental (latest charge on Feb 20, 2025).What was promised: Fernish (formerly Feather) was to provide furniture, including an ****** Dining Table, in safe, functional condition.Nature of Dispute: The dining table broke in half during normal use. No misuse occurred. The break followed the grain and s**** points, indicating a design defect in the wood construction. I submitted clear photos and a technical explanation, yet Fernish insists on a $1,039 buyout fee and continues to charge rental ************* Response: I emailed Fernish multiple times between March 1127, 2025, and received no responsethey went completely silent.Additional Info: When this company was operating as Feather, I had no issues. I was unaware of the merger with Fernish, and the level of service now is entirely different and unacceptable.Resolution Requested:Cancel all charges for the defective table Waive the $1,039 buyout fee Provide a formal response and resolution

  • Initial Complaint

    Date:01/14/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 am disputing monthly reoccurring charges ($92.54/month) from this business since the Jan 1st 2024. The company Fernish failed to remove my credit card from reoccurring payments for their goods well after the original contract payment dates had been reached. Fernish has charged the account for $1,110.48 in 2024 (AmEx was able to recoup $185.08 as per their 60 days past statement policy). Fernish only acknowledged that the contract was up after I became suspicious from seeing this charges on my credit card statement and inquired about the contract payment dates as I was still being charged for a contract that started in 2021. The Fernish team member replied (12/18/24) with one email saying I had been removed from their billing system and the contract deemed complete however Fernish charged the card again (12/28/24) post-conversation. With my original suspicion and the Fernish team's lack of action to remove my credit card from their billing system, I repeatedly asked Fernish for the original executed contract (from both parties) that shows all contractual payment dates. The Fernish team member stopped responding and has gone unresponsive to all asks to provide the original executed contract. It's very possible the Fernish team has overcharged me pre-2024 but would need the contract to see the agreed milestone payment dates. The attachments show these email communications.

  • Initial Complaint

    Date:10/16/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    As of Dec 2022 I was informed my balance on my furniture rental was $410. Since then they've charged me monthly and I have now paid nearly ***** (1k over the amount to buyout my rental). I cannot get in contact with anyone via phone to figure out what my options are.

  • Initial Complaint

    Date:09/13/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    November 22 2023 I placed the order with Fernish. The furniture were delivered on december 1st 2023. The furntiture was dirty, with the chairs missing bolts, the standing light damaged and missing the button for on off and the coffee table with small imperfections all over it. I decided to ignore the issue with things being dirty and clean it all myself, however i noted to the delivery team to please send photos of the damaged light to corporate and request a replacement. He took photos on his ipad and told me he added all notes and they'd reach out to me to fix this and he was an outside vender they hired to deliver so he couldnt himself execute the change i needed. After not hearing from them for a while I reached out to their only contact available ( ******************************* ). They ignored my email and the 6 that have followed over the course of the next year. I have reached out on email and social media, through multiple accounts, never a replied. They have the nerve to email me once a month saying thank you for your payment when they auto withdraw my money for their furniture but offer no way to communicate directly about returns, concerns or exchanges. I have two orders with them because the one placed prior to this one had no damage, so I didnt know that they ignore their customers and offer no costumer support and just continue to charge at will. This second order #**************** which is associated with my email ********************** is the one I'd like to return, they are ignoring my effort to do so. I'm moving soon, I don't even use these products and im afraid if they ever do come to get their stuff they will charge me for damage on this light ive gotten zero use of. I'm requesting they come immediately to pick up their stuff with no early termination penalty (theres two months left) and issue a refund on costs associated with at least the light. I believe this to be a fair compromise after a year of neglect, frustration and an unusable product.

  • Initial Complaint

    Date:08/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have been trying to buy out my furniture from this company. I was up to date with my bills. I asked them to buy it out. They refused to answer me, so I stopped paying monthly because I wanted my furniture bought out. They wouldnt give me info . I then contacted them again to settle out everything and they ignored me for a year. They are now finally getting back to me later with a crazy balance.

  • Initial Complaint

    Date:06/24/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    My furniture rental contract with Fernish ends on July 3, 2024. For the past 6 weeks I have been trying to contact them to set up a return of the sofa I have rented from them with no response. I have also did an initial complaint with BBB to get them to contact me with no resolution/response from Fernish. The website says you can process a return online. I've attached the process. Basically, at the last step, it asks for my address to pick up the furniture and then provides an error since Fernish no longer has a business in the ****** area. It will not let me return/cancel my subscription.With no response via email and I cannot cancel my subscription online I've come to you for help. What I'm asking for is: 1) Fernish to cancel my contract to ensure they won't keep charging me month to month on the sofa 2) Pick up the sofa since I am moving apartments and no longer want the sofa. I am making one last attempt with BBB and if nothing can be done, I'll take them to small claims court.Thank you and look forward to your response.Sincerely,*****************************

  • Initial Complaint

    Date:06/03/2024

    Type:Order Issues
    Status:
    Unanswered
    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 have been a customer with ********************** for the past 3 years. My most recent 12 month contract is ending next month and I've been trying for the past 3 weeks to get in contact with someone at Fernish to discuss returning my rented sofa once the contract ends in July 2024. They send an auto email stating that your contract is about to end. You go to set up a time to pick up on their site but it won't let you stating 'you are outside of the delivery area'. So you are stuck with no options on how to solve the issue.I have emailed them countless times in the last few weeks. They don't provide a phone number or online chat which they used to have.I need them to contact me to pick up their sofa since I will not be paying once my legal contract ends. Also, I'm moving in the middle of July to another apartment.

  • Initial Complaint

    Date:11/07/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    The company still does not have a working phone number. You would think they would have outsourced customer service if they have a staffing shortage and there has been no working phone number for almost a year. They are not responding to emails and there is no chat-bot on their website. I would like to return a couch and I can't because no one will contact me. The website does not indicate any turnaround time for emails. They are, however, charging my account every month. How do I cancel if I can't contact them?

  • Initial Complaint

    Date:09/28/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    In June of 2023 I placed an order to rent specific furniture items to stage a home I was working on. When the items showed up, a living room chair was missing and the floor lamp was broken. The deducted this from the list and credited it back, but it still left me with a problem of missing furnishing pieces, so I went to Ikea and purchased a living chair, lamp, artwork and other decor pieces. I then took them to the property and assembled them and arranged them. The furniture rental was for 4 months, ending in September 2023 and upon the last week of the rental, I communicated with the delivery organizer, *******, to have the drive call me when they were on their way (their company policy) as I was not at the property and needed time to drive there and meet them. Well, the call never came and I ended up (after 3 emails) contacting ******* and he said that the truck was already at the home hours ago and picked up the furnishings. Fine, I was upset as I was the person on the contract who needed to release the items properly.The following week I went to the property to pick up my items that I purchased to fill-in the missing furniture pieces as well as my decor items such as decorative pillows, plants with their pots, artwork, a full size head board, living room chair and lamp. When I arrived, the seller of the property, who happened to be there at the pick-up, told me that the company and it's team took "EVERYTHING", including my personal staging items and the chair and lamp that I purchased specifically for this property!!I sent their customer service folks, *** and ******* and email immediately and their response has been scant at best, no urgency to assist with this situation that was completely their fault. I have sent photos of the staged rooms with my items and multiple emails. I am now seeking my entire payment of $2500.00 plus $1500.00 in damages since they have my possessions and are adequately assist me with resolving the issue.

  • Initial Complaint

    Date:06/23/2023

    Type:Billing Issues
    Status:
    Unresolved
    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 6/14/23, I received an email from *************************** from Fernish Billing (my 1st commucation from him) indicating that I had a past due amount and that I could either update my method or payment or email him directly to arrange pickup of the furniture He said to contact him if I needed further assistance which I attempted only to learn that my email was undeliveable to his email address. Also, the customer service ph# is not in service and customer chat is unresponsive.On 6/15, I saw an charge by first towards the past due amount using a card I didn't authorize.On 6/19, I received another email from ***** stating I had 15 Days to Arrange Furniture ************** Collections On 6/23, I receive another email from *************************** in Billing stating the following:"Hello.We have repeatedly attempted to contact you regarding your past-due balance. This is a goodwill offer to waive your past due balance and avoid collections if you call us within 48 hours to arrange a pickup of your furniture.If we do not hear from you and are unable to make arrangements to pick up the furniture, your account will be sent to *********** for collection of your past due balance and appropriate action will be taken against your credit.We would like to partner with you to resolve this matter without impact to your credit. Please contact me immediately to arrange for pickup of your furniture. Thank you,***************************"Again, I attempt to reply back to *****'s email, and I get another message that my email is undeliverable to that email address. Also, the number included in the email is still no longer in service. As of today, the message I sent to their website chat 3 days ago STILL has not been seen. I want to resolve the issue, but there is no way for me to get a hold of anyone. It seems that Fernish is using 'my lack of response/communication' to their email as grounds to quickly escalate the matter when I am indeed trying to respond and resolve the matter which is not fair.

    Business Response

    Date: 06/23/2023

    We set up an email series for customers with delinquent accounts. This customer received multiple emails as they had/have multiple past due invoices. The reason the timing was different is because some of the emails were referencing past due bills from earlier months while some were referencing more recent past due invoices.

    Regarding the phones, we have temporarily disabled phone service due to limited capacity but the outgoing message clearly states alternate contact methods that are being monitored and responded to daily.

    Regarding the email being undeliverable, this was due to an error with our email service and should be remedied, however if not there are multiple ways to contact us including our support bot on the website and email (*******************************)

    Additionally, the charges referenced are authorized as outlined in the customers rental contract which they signed when they started their subscription (I can provide a copy of this with his permission but have not included for privacy reasons). 

    I can understand their confusion as the emails they received referenced a general "delinquent/unpaid invoices" vs. referencing the specific one(s). We have paused the email campaign until we can identify a method to help clarify for people such as this customer with multiple delinquent invoices. 

    Customer Answer

    Date: 06/23/2023

     
    Complaint: 20229022

    I am rejecting this response because:  I understand that the phone number has been disabled.  When calling the phone number, a message indicates that I should go to the chat where I have yet to have my response even read or responded to since I sent a message 3 days ago.

    How would I be able to get in contact directly with *************************** in Billing to communicate to him that I have been receiving his email messages ************************************* but I have been unable to respond due to issues with their email delivery service. The way things currently stand - if I do not respond to him within 48 hours, my account will be sent to collections. 

    I have also sent an email trying to get a hold of *************************** via ******************************** and I have yet to receive a response.

    I need assurances to have a reliable contact method where I can get an immediate response to my issue and where I can communicate what efforts I can take to remedy the situation that has escalated further because my responses are not being received or seen.


    Sincerely,

    *******************

Fernished, Inc is NOT a BBB Accredited Business.

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